A buyer journey map is a way to visualize the experience that a customer has had with a company. The steps can include an initial introduction to a brand, the purchase itself, and all of the contacts that happen in between introduction and purchase. These can include things like reading social media posts. Some elements of the journey are out of the control of the company, like reviews that are read or word of mouth conversations that potential customers have with each other.
- Mapping out the journey that customers take helps companies figure out how to sell best.
- The customer journey can be long and includes their first exposure to the brand through to their final sale.
- Mapping out this journey helps businesses see how they can retain customers better and predict what they might do.
“The result points companies in the right direction to optimize customer experiences, meet expectations and boost conversions.”