How To Make An Effective Customer Journey Map In Under An Hour (FREE Templates) thumbnail

How To Make An Effective Customer Journey Map In Under An Hour (FREE Templates)

– What's up? It's Jamal, and welcomeback to the channel. In this video, we're gonnashow you how to turn your leads from a complete strangerto a loyal customer using a proven process calledcustomer journey mapping. 'Cause if they're not willingto take a journey with you, they're not willing to pay you anything, and your business isgonna fail, all right. We don't want that to happen.

To follow along, go download HubSpot's freecustomer journey templates from our descriptionbelow, before we start. And, while you're down there,take a moment to subscribe to our channel and ringthe notification bell so you never miss a video. HubSpot defines the customer journey map as a visual representationof a customer's experience with a company thatprovides an understanding.

Into the needs and concerns of customers, which directly motivateor inhibit their actions. In other words, you can almost picture it, like HubSpot's famous flywheel model, but laid out flat, likea step-by-step map. From there, you can predicteach step a customer takes, spotting moments that drivethem towards the goal, as well as obstaclesthat will get in the way. this customer-centric approach applies.

To marketing, sales and service. The good news, is that you don't have todo all of them at once. To reach the top of the customer journey, the first thing you need to do is assemble the right stakeholders who can map out each phase. Depending on which segment ofyour business you're mapping, this can mean peoplefrom your marketing sales.

Or service teams. In some cases, you'll wannaalign folks from all departments by including them in the mapping process. In fact, this is pretty essential, since the transitions fromone department to the next is often where customers lose their way. The other critical step at the start of any customer journey, is to choose your player.

This is done byidentifying a buyer persona to focus on for each map. If you're not certain of yourcompanies buyer personas, start by checking anyexisting business plans or marketing documents thatmay already identify them. If no buyer personas exist,you can quickly generate them using HubSpot's free onlinepersona generator tool. Now you're ready to press start. – This data is wrong every freaking time.

– Have you heard of HubSpot? HubSpot is a CRM platform where everything is fully integrated. – [Man In Plaid Shirt] Whoa, I can see the client's whole history. Calls, support tickets, emails. And here's a task from threedays ago I totally missed. – HubSpot, grow better. – Let's begin with a customer journey map,.

Which is the first template included in the free customer journeykit I mentioned earlier. If you haven't already downloaded it? Now is a good time. You'll see that the journeyhas three major steps; awareness stage, considerationstage and decision stage. These are the basic stages thatevery prospect goes through on their way to becoming a buyer. For each stage, you'llwanna define the following:.

What is the customer thinking or feeling? What is the customer's action? What or where is the buyer researching? How will we move the buyeralong in his or her journey? So, now you can see how mapping works, but let's continue with a simple example. Imagine your business offerssoccer classes for young kids. And let's assume that ourbuyer persona is the parent of two elementary school kids.

In the awareness stageof the customer journey, the buyer may be feeling overwhelmed because they don't have anything planned to entertain the kids duringan upcoming school break. To come up with ideas, the parent will likelyturn to the internet. Google is the obvious first stop, but they could also go toparenting groups on Facebook. To move the buyer along at the stage,.

You could create a blog post titled, “What to do with kidsduring school breaks?” You could also runtargeted ads on Facebook. Next comes the consideration stage where the customer is thinkingabout signing their kids up for soccer, but needs more information. We answer the same questionsas the awareness stage, but further down thecustomer journey path. Parents might be feeling concerned.

That their kids don't like athletics, or perhaps classes don't fitinto their work schedule. The customer is nowsearching for more info, and is hopefully doing it on your site. Your homepage should answerthe customer's questions. In this case, by explaining how soccer helps kids developphysical and social skills. You might also consideradding a pencil banner that calls out multiple locationsand class times available.

The consideration stageis also where tools and FAQs, or live chatfeatures come into play. And last, comes the allimportant decision stage, where the shopper willhopefully make a purchase. But that's far from guaranteed. In fact, research showsthat a vast majority of shoppers decided notto purchase at this stage. One study found a 70%cart abandonment rate across dozens of e-commerce reports.

That doesn't even countshoppers who never start a cart. So how can we turn shoppers into buyers for our kids soccer classes? Let's use the journey maptemplate to lead the way. By now, the customer is invested, having spent time inthe consideration stage. They're probably feelingeager to solve the problem and move on with their day. They're also probably wonderingabout things like price.

Which is why you want to getthem to your shopping page with prices easily visible, andsign-up just one click away. To close the deal, youmight wanna offer discounts, or create urgency byletting the customers see how many open slots are left in the class, or a countdown timer showing how many days untilschool vacation starts. You'll know what worksbest for your market. What's important, ishaving a structured process.

That you can follow to make sure all of these possibilities come to light. That's the magic ofcustomer journey mapping. I wish I had a littlemagic wand, boop, magical. You can also use a delight stage which encompasses any post-sale service you can offer to exceedcustomer expectations. Maybe you keep gettingemails from their kids, asking if their kids need tobring their own soccer ball?.

You can start sending a preemptive email a week before class begins. And if the answer is yes, usethis as an upsell opportunity for parents to buy theball directly from you, saving them the effortof going to the store or having to shop online. If you really want to drill down on the customer serviceelement of the delight stage, we have a map template that focuses.

On just that portion ofthe customer journey. There's also a mapdedicated to lead generation for businesses with a long cycle, and one for customer churn to help you hold onto existing customers. Plus, four more templates that will help you optimize your business to attract, engage and delight customers. It's all free and available fordownload in the description.

So click that link nowbefore the next video plays. You can also sign up for ourfree HubSpot Academy Course on customer journey mapping to learn more about this process. And remember to subscribe to our channel so you never miss a tool or tutorial. Now if you'll excuse me, I'm gonna turn myself intoa cartographer, all right? I'm gonna map every singlepossible customer journey.

That way, no one ever hasto do this work ever again. Businesses, it'll be solved for ya. You're welcome. Until then, I'll see ya next time. I'll tell you what to do withkids during school break. Get 'em outta the house. 'Cause mommy and daddy wantto take a nap for once. Jesus Christ, we're overworked.

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