Where can I find a craftsman to assemble a sofa and how much does it cost? By providing the client with answers to these questions in advance, you will save their time and improve their impression of the company. Customer emotions This section indicates what feelings a person experiences at each stage of their journey: how satisfied they are. If the impressions of working with the company are bad, they will need to be improved.
If the emotions are simply good
They can be “pulled up” to the level of delight and “wow effect”. For example, the ordered sofa was delivered on time and in a whole package. You can enhance new zealand phone number library positive emotions in the following way: Give a discount on the purchase of the next sofa or home accessories. Provide the contact details of the sofa assembler or even a coupon for free assembly.
Give a pillow that matches
The color of the new sofa. Please include a letter of thanks for choosing this product from the director, and a photo of the employees who made the sofa. The better the overall experience, the more likely the customer is to return for a repeat purchase and, moreover, recommend the product to their friends. For clarity, customer emotions are usually depicted in the form of emoticons Barriers and challenges.
The last section is dedicated to
The difficulties that customers face. Here you should write down all the problems and difficulties of buyers. This could be, for example: a non-responsive website that is difficult to use on a smartphone; managers who miss calls and don’t call back; problems with want an example of how knowing product quality, delivery speed and more. To avoid getting bogged down in a multitude of details, it is worth prioritizing them. In the first versions of the Customer Journey Map, include the most pressing problems. As they are solved, the map can be updated and expanded.
Recommendations In this block
You need to indicate the company’s actions that will help. Customers cg leads overcome barriers to purchase, as well as create a “wow effect” from each stage of work. In other words, here you write down all the tasks that can improve the customer experience, for example, “Adapt the site for mobile phones” or “Give customers a gift for a purchase.” Sometimes, the person or team that will be responsible for implementing these recommendations is also indicated here. How to compose CJM To create a Customer Journey Map. Answer the question of what result you expect from implementing a customer journey map in your business.