Working through only flawless customer journey scenarios, where everything looks perfect (came, saw, bought), is a serious mistake. It is necessary to consider scenarios where something does not go according to plan.
Let's say the buyer damaged the product, the managers were not attentive enough to him, or he wanted to return the already paid product. To get realistic information, it is worth analyzing consumer complaints.
The customer journey map is built on the basis of only one information source
In this case, the source material may be an expert opinion or survey results. When analyzing the consumer experience only from a business perspective, the true needs of the client are often missed. As a result, improvements may not concern those aspects that are truly important to users.
Information obtained from nepal phone data in-depth interviews is not enough to compile a working CJM. Such data should be supplemented by the results of:
expert testing;
competitor analysis;
research into existing feedback;
quantitative research.
Lack of specificity in conclusions and recommendations
The identified problems require specific solutions. Recommendations for improving customer experience should not be general. Specific actions aimed at eliminating the identified obstacles should be presented.
In cases where there is no clear solution, you should record the problem you have discovered and think about what steps can help resolve it.
Thinking for the client
It is necessary to focus on the buyer's position and consider all stages from his point of view. At the same time, it is necessary to take into account the client's emotional response and his feelings at different stages.
Download a useful document on the topic:
Checklist: How to Achieve Your Goals in Negotiations with Clients
Frequently asked questions about customer journey mapping
A customer journey map is an effective tool for developing strategies and tactics to improve the customer experience. Ultimately, this will increase business revenue.
What additional tools are there for working with a customer journey map?
Story Mapping is used to solve problems of product improvement based on CJM data. This tool helps to understand how customers perceive offers. It allows to find out what customers expect from the product and how they use it. Story Mapping is developed in the form of a plot description, where the key object of analysis is the emotional manifestations of consumers when using the product.