Mapping Your Customer Journey

Plan Your Multichannel Marketing Touchpoints with a Customer Journey Map

Customer journey mapping and prospect journey mapping are both often-overlooked planning tasks that are extremely beneficial to multiple areas of your organization. Whether you’re mapping a prospecting/acquisition journey or a customer retention journey for a B2C or B2B program, it’s a fantastic way to ensure you are maximizing the brand experience for each target audience member. And, it will help you activate leads, sales and other interactions.

Customer Journey Mapping Defined

customer journey mappingWe like SurveyMonkey’s definition of customer journey. “The customer journey is the complete sum of experiences that customers go through when interacting with your company and brand. Instead of looking at just a part of a transaction or experience, the customer journey documents the full experience of being a customer.

A well-designed prospect or customer journey can fuel your efforts to pinpoint your touchpoints and overall communication cadence. At a glance, it will illustrate the pattern of communications over time for each type of channel you decide to employ.

Journey Mapping Drives Creative Solutions and Stronger Outcomes

LisaMapping is a critical component of our planning process for multichannel marketing programs,” says Lisa Robbins, VP of Client Services.

When illustrated, each stage of the acquisition or retention process is easier to take in. It drives idea generation and helps our clients’ sales, customer service, marketing and digital teams to see exactly how their areas are part of the big picture. And when everyone understands their role, it leads to a stronger customer experience.”

Each journey map follows its own unique course. There are rarely two maps that are exactly the same. To inspire our journey mapping and touchpoint cadence building initiatives, we share Inspiration Infographics with our clients. Take a look at them along with a couple simplified versions that we crafted for specific campaigns:

Let’s put your multichannel marketing ingenuity on the map. It will be highly beneficial to your customer experience and your planning process! Reach out today.