Customer journey mapping software is just another piece of technology. You may be tempted to dismiss it as just another fad or gimmick, but we’re here to tell you that couldn’t be further from the truth. There’s so much more to customer journey mapping software than meets the eye — especially if you’re thinking of investing in one.
It can help optimize your customer experience, streamline communications and make sure that you are meeting your customers where they are at every step of their journey. Here are 5 expert tips on how you can make the most of yours.
Be Clear On Your Objectives Before You Begin
Before you get knee-deep in customer journey mapping software, it’s important to be clear on the objectives you want to achieve. It can be tempting to dive right in, but if you do that without a clear understanding of what it is you want to get out of it, you run the risk of not getting your money’s worth.
Don’t Underestimate How Long It Will Take To Set Up
It may seem like a simple application, but cutomer journey mapping programs aren’t necessarily easy to set up. There are several factors to consider before purchasing one — e.g. the right platform to host it, what functionality you need, and how many users will require access. Don’t underestimate how long it will take to set up your customer journey mapping software.
Focus On The Customer Experience, Not Just Marketing Activities
Marketing activities are important, but they aren’t the be-all and end-all of customer journey mapping software. Customer journey mapping software is a great way to track the progression of your customers through every stage of their journey, from first awareness to purchasing.
It’s also a great way to identify how many people drop off at each stage and why. If you only focus on marketing activities, you could be missing out on a lot of valuable insights about what’s causing customers to drop off along the way.
Set Clear Goals For Each Stage Of Your Customer Journey
For each stage of the customer journey, you need to set clear goals that can be tracked using customer journey mapping software. This will help you to understand what is resonating with your customers and what isn’t. The data can also help you to make adjustments and pivot based on what you are hearing from your customers.
Another great way to get the most out of your customer journey mapping software is to share the information with the rest of your team. If you don’t, then you are only getting one side of the story — i.e. what is happening from the customer’s perspective.
Use Qualitative And Quantitative Data Together
The best customer journey mapping software will come with features that allow you to collect both qualitative data and quantitative data. Essentially, qualitative data is the type of information that helps you to understand your customers on an emotional level.
At the end of the day, customer journey mapping software is simply a tool that helps you better understand the experiences of the people you are trying to engage with and sell to. While it’s important to keep in mind that no single tool can give you all the insights you need, it can certainly be a valuable asset in your marketing strategy.
If you’re going to invest in customer journey mapping software, make sure that you equip yourself with the right knowledge and know-how on how to use it most effectively.