Customer journey mapping is a crucial aspect of an omni-channel e-commerce strategy, especially when it comes to selling across multiple digital channels. It helps businesses understand how customers interact with their brand through various digital touchpoints, including their website, mobile app, social media, and others. Did you know that the modern consumer uses almost 6 different touch points to make a purchase today? Ten or fifteen years ago, they typically used only two! By mapping out the customer journey, businesses can identify pain points and opportunities to improve the customer experience and drive sales across multiple touch points.
One of the benefits of mapping the activity for digital sales is that it helps businesses understand their customers' needs and preferences at each touchpoint. For example, a customer may prefer to research products on a website but purchase on a mobile app, or may expect a more personalized experience when interacting with a brand through social media. By mapping out the customer journey, businesses can identify these preferences and create a tailored experience that meets their customers' needs and expectations.
Another benefit of following your customer's journey is that it enables businesses to identify cross-selling opportunities. By understanding the journey, businesses can identify where they can introduce complementary products or services to enhance the customer experience and drive additional sales. For example, if a customer is searching for a new laptop on a website, the business can recommend a laptop case or an extended warranty, which can be easily purchased through the same digital channel.
Finally, customer journey mapping can help businesses identify areas for improvement in their digital sales process. By mapping out the customer journey, businesses can identify pain points, such as slow website load times or confusing navigation, and make changes that improve the customer experience and drive sales.
Customer journey mapping is a valuable tool that can help maximize crosss selling opportunities, create a personalized experience, and make improvements that lead to higher sat-scores.