Who will use it and how. These could be, for example, the following goals: increase sales conversion; increase the level of customer loyalty; increase the number of repeat purchases; ruce user churn rate; simplify the purchasing cycle, etc. Before you start working, assemble a project team of all interest team members. This could include, for example, a sales manager, a marketer or product manager , a UI/UX designer, a web analyst, delivery service specialists, and customer support.
These people will develop the CJM
Here are some tips on how to do it better. 1. Collect data about nigeria phone number library your audience CJM requires information about how customers make choices, how they act at each step of the way when working with both your company and competitors. There are several ways to collect this data: Interact personally with representatives of the target audience and observe how they interact with the product.
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A series of focus groups or interviews with users. You can also involve mystery shoppers. Place a questionnaire on the website or distribute questionnaires at the checkout counters. Go to CRM, study customer cards, telephone conversation records and email correspondence. Review customer support requests and identify key issues. Read reviews on the Internet and communication on forums, where they often write about customer problems and their solutions.
It would be great if team members could walk through
The entire customer journey at your company and at several competitors. In this case, the CJM compilation will be more focus and conscious. 2. Segment your customers Study the collect data and identify your target audience – the circle of customers who buy most often. If the audience is quite diverse, then buyers will ne to be segment.
This means identifying homogeneous groups
Of users with similar characteristics, for example: floor; age; income; place of residence; marital status; desires and nes; goals and motives for communication with users on social networks – how to manage it and not go crazy purchase; affordable budget. te CJM will ne to be develop for each key segment, as the behavior and expectations of the product differ among these people. For example, a sofa manufacturer can distinguish the following segments: corporate clients, families without children, and families with children. In the first case, ratio of cg leads the sofa, in the second – the design, and in the third – the properties of the fabric and how easy it is to clean. The steps of these clients will also be very different. 3. Describe the path for each segment Each key audience segment nes to have its own CJM develop.