Customer journey mapping is a very powerful tool to understand your customer experience and think of new ideas to improve it.
At Rethink Labs, customer journey mapping is one of our most powerful tools. We’ve watched it completely transform businesses for the better.
The customer journey captures the key interactions a user has with your brand at every step; starting with how they found out about you to where they’d go to recommend you.
In this article, we'll explore how customer journey mapping can elevate your business's success.
When you start to define each interaction a customer has with your brand, you’ll be surprised at how quickly you realize where they’re having a good experience or where it could be better.
You’ll think of new ideas and quick areas of improvement.
For example, if the third step is to schedule time to meet with a team member and the customer has to wait 1-2 business days for a response, implementing a tool like Calendly resolves the wait time and potential customer drop-off, since they can book instantly. It also saves your team members’ time.
To build on the example above, a customer may not be having the best experience because internal teams are unable to complete a step easily. When this occurs, it’s important to look at 3 aspects - people, process and product. Ask yourself, is this a people problem? Do we need more training? Do we not have people in the right roles doing the right things? Or, is this a process problem? Is there a way to make something more efficient? Lastly, is this a product issue that requires feedback to the team or is there a tool we could use to make it easier?
In any business, multiple teams own a portion of the customer journey. It isn’t a solitary pursuit developed by one department.
Everyone in the organization has to be aligned with what the touchpoints are and who’s responsible for generating that positive experience when the customer reaches that point in the journey.
We’ll be sharing more about who should ultimately own the journey in another post.
Think about this way, if Customer Success is unaware of how Sales is describing a new product in the pitch meeting, how are they supposed to know how to successfully talk about this product once that prospect becomes a customer?
When everything is focused, built and designed around your customer, you’ll always win. Operating from their perspective allows you to look at your business through a different lens. It’s less about what you want to tell them and more about what they are telling you. When you start to embrace this mindset, your business will change.
Customer journey mapping isn't merely a tool; it's a transformative process that fosters empathy, optimizes experiences, and fuels growth.
At Rethink Labs, we invite you to architect your customer journey with us! It can get complex quickly. Book time with us so we can help keep it simple from the start.
Happy mapping,
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