Search for obstacles and barriers
Posted: Mon Jan 27, 2025 9:26 am
Any stage of the customer journey may contain some problem. These difficulties prevent the customer from moving further through the stages. Sometimes they become a serious obstacle and stop the potential buyer from making a purchase.
7 Steps to Creating a Customer Journey Map
For example, Nikolai decided to replace christian churches email list the old windows in his mother's apartment with new plastic ones. The first step was to find a suitable company on the Internet. Since he wanted to solve the problem quickly, he did not look beyond the first page and made a choice. The barrier is obvious: if your site is poorly promoted, then clients will not see it.
The second step — a trip to the office — also brought an unpleasant surprise. First, Nikolai spent a long time looking for the turn to the office, then a parking space, and finally the door was closed. There were no announcements on the doors about the reason for the absence of employees. Upset, Nikolai went to another company.
Unfortunately, you won't know about the barriers until you step into the shoes of a visitor. Put yourself in their shoes, try to see the problems through their eyes. Analyze all feedback channels, review pages on the site, the complaints and suggestions book.
Identifying ways to remove obstacles
Creating a CJM customer journey takes time (2 to 14 days) and a lot of effort. The next step should take your company to the next level. Analyzing the CJM map may require brainstorming, bringing in new employees who can take a fresh look at the situation, inviting outside experts. And all this for the sake of making the journey simple and convenient. It is possible that training in new marketing technologies, reorganization and modernization will be required.
It will also be helpful to assess the budget for the reorganization activities. Most likely, you will have to select something from the list for priority implementation, and then proceed to the remaining steps later, having resolved the issue with finances.
Identifying ways to remove obstacles
Improving the CJM scheme for your purposes
Some companies may limit themselves to the above indicators and developed Customer Journey Map templates. But if there is a need for additions, this is not prohibited. The more detailed and carefully the CJM map is created, the better you will feel your customers.
Update the map as needed
The journey map is a working tool, not a marketing goal. Once it is created, specific steps are taken to improve customer interactions and eliminate obstacles. And any tool requires refinement, improvement, and timely replacement.
If there have been changes in the customer journey, it is time to create a new CJM. Monitor touchpoints regularly to identify emerging barriers.
Choose the format of the map that suits you. In our material you will find detailed information about certain strategies and tools.
7 Steps to Creating a Customer Journey Map
For example, Nikolai decided to replace christian churches email list the old windows in his mother's apartment with new plastic ones. The first step was to find a suitable company on the Internet. Since he wanted to solve the problem quickly, he did not look beyond the first page and made a choice. The barrier is obvious: if your site is poorly promoted, then clients will not see it.
The second step — a trip to the office — also brought an unpleasant surprise. First, Nikolai spent a long time looking for the turn to the office, then a parking space, and finally the door was closed. There were no announcements on the doors about the reason for the absence of employees. Upset, Nikolai went to another company.
Unfortunately, you won't know about the barriers until you step into the shoes of a visitor. Put yourself in their shoes, try to see the problems through their eyes. Analyze all feedback channels, review pages on the site, the complaints and suggestions book.
Identifying ways to remove obstacles
Creating a CJM customer journey takes time (2 to 14 days) and a lot of effort. The next step should take your company to the next level. Analyzing the CJM map may require brainstorming, bringing in new employees who can take a fresh look at the situation, inviting outside experts. And all this for the sake of making the journey simple and convenient. It is possible that training in new marketing technologies, reorganization and modernization will be required.
It will also be helpful to assess the budget for the reorganization activities. Most likely, you will have to select something from the list for priority implementation, and then proceed to the remaining steps later, having resolved the issue with finances.
Identifying ways to remove obstacles
Improving the CJM scheme for your purposes
Some companies may limit themselves to the above indicators and developed Customer Journey Map templates. But if there is a need for additions, this is not prohibited. The more detailed and carefully the CJM map is created, the better you will feel your customers.
Update the map as needed
The journey map is a working tool, not a marketing goal. Once it is created, specific steps are taken to improve customer interactions and eliminate obstacles. And any tool requires refinement, improvement, and timely replacement.
If there have been changes in the customer journey, it is time to create a new CJM. Monitor touchpoints regularly to identify emerging barriers.
Choose the format of the map that suits you. In our material you will find detailed information about certain strategies and tools.