Tell the story of your customer's experience in a simple, powerful way.
Customer journey mapping is a simple yet powerful framework to analyze how your clients interact with your brand. Unlike the traditional funnel, customer journey mapping enables you to get a clear picture of each interaction and tell a coherent story across all channels and market segments.
So why should you use customer journey mapping?
Here's three reasons:
Planning
When thinking about how to reach a target market for the first time, remove the guesswork and plan your customer interactions step by step.
Analyzing
When analyzing an existing product, service or business, you can get a clear overview of how your brand interacts with your customers and how they feel at each interaction.
Visualizing
Insight is only useful when shared. Customer journey mapping can help you clarify your goals and strategies to your team like no other tool.
Ok, so how does it work in practice?
Learn customer journey mapping best practices with Bagheera.
1. Personas
First of all, you'll start by mapping a persona. Imagine your ideal clients for your project: who are they? What do they like? What are the motivating factors that prompt them to act?
2. Stages
A journey map develops through the various stages of customer interaction with the brand. Traditionally, these stages have been identified as being awareness, consideration, purchase , fruition and referral. For each of these stages, Bagheera will enable you to figure out how your customers behave and how satisfied they are.
3. Channels
Channels are the means by which a brand reaches out to its clients. From flyers to VR apps, from TV ads to Instagram, Bagheera comes pre-loaded with more than 100 channels. Unleash your strategic creativity and match each persona and stage with the right channel!
4. Touchpoints
Touchpoints are the most important concept in Bagheera. It's where channels and stages come together to create a memorable experience for each persona. But you'll be able to do much more than just match these variables: in Bagheera you can define each persona's mindset for each touchpoint and analyze your client's experience.
5. Customer experience
In Bagheera, we apply globally recognized good practices for analyzing your client's experience. Define up to six CX parameters for each touchpoint and our algorithm will calculate a CX score for each. You'll then be able to dissect and compare CX scores across personas, touchpoints and stages, to get a crystal clear picture of how your clients are experiencing your brand.
