Offline contacts also primarily imply various types of advertising (distribution of leaflets, placement on banners and stands in shopping centers). Secondly, the design of the office or store: search by navigation, convenient access, availability of parking, signs, interior decoration, format of reception of visitors, place for negotiations, coolers, offer of tea/coffee. Thirdly, the work of employees. Everything is important here, starting from appearance and pleasant voice and ending with professional knowledge.
Product presentation, including many components: placement in the sales area/office, availability of price tags, instructions, guarantees, unusual design solutions are welcome. To this we will add competent marketing with all advertising materials.
Search for obstacles and barriers
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 estonia email list to replace 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 financ