This simple idea of aligning with your customer using customer journey mapping is the most powerful tool in the arsenal of any company. This alignment can be achieved in three simple steps:
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Draw a customer journey map
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Identify moments of truth at each stage
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Discover levers to wow customers at each moment of truth
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Establish touch points to deliver the wow experience
Figure 6.6: Aligning with Customers
Let’s see these three steps in detail:
Step 1: Draw the customer journey map
To draw a customer journey map, you need to know what customers buy, why they buy it, how they buy it, how they want to buy it, and what will motivate them to buy more of it from you. One way of answering these questions is to first define a customer profile or persona and then use the customer relationship cycle shown in Figure 6.3 as the starting point to map her journey. The more vivid a customer persona is, the easier the mapping.
So let's see how to draw customer persona.
Related:
- Table of Content
- Red Queen Effect – An Introduction
- The Billionaire Code
- Cracking the Code
- Implementation Plan