Customer Journey
Mapping
So There You Are!
At Big Bold Branding, we always start by getting to the core of your Brand. We work closely with you to workshop and identify your customer personas. We then look at what you have to say to them, and importantly, when you should listen to them at every step along their journey.
A customer journey map is a visual representation of the customer journey (also called the buyer journey or user journey). It helps you tell the story of your customer's experiences with your Brand across all touchpoints. Whether your clients/customers interact with you via social media, email, live chat or other channels, mapping the customer journey out visually helps ensure no customer slips through the cracks.
Recent research found that 84% of clients/consumers feel that being treated like a human rather than a number is crucial to winning their business.
A customer journey map also helps you step into your client/customer's shoes, see your business from their perspective, and personalise experiences across all touchpoints. You will gain insights into common customer pain points, allowing you to optimise and personalise the customer experience.
Depending on your business, this may include your website, social channels, automations and interactions with your sales, marketing and customer service teams. The benefits are:-
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Understanding your customers more and their expectations;
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Allowing you to optimise the customer on-boarding process;
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Benchmarking the customer experience desired by what your customers actually receive;
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Understanding the differences in buyer personas as they move from prospect to conversation through the buying funnel;
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Creating a logical order to your buyer journey;
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Identifying where leads could be nurtured;
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Identifying how to keep top of mind whilst adding value with long buying cycles;
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Creating the correct assets and collateral needed to be effective across multiple channels.
Once this is mapped, we streamline it – adding to the experience to ensure your customers' decision-making or on-boarding processes run, look and feel exactly how they would like it to.
The Big Bold Branding difference
As an end-to-end supplier, we don't force our clients into a silo approach to their business that fits with what we offer like a lot of companies do that only offer a part of our service. We have always worked in an omnichannel environment that matches our client's best interests and budgets. That means you get a completely unbiased approach to the customer journey mapping, looking at all digital, physical and verbal areas.
With our distinctive 'big picture' understanding of business, marketing and leadership, together with our values of partnering to create a brighter future together developed over 40+ years in business, you will enjoy unlocking the business of your dreams.
