INTERACTIVE CHECKLIST
Does your business have a clear goal for customers to achieve and do you understand how mapping the customer journey can benefit your business?
YES
NO
INTERACTIVE CHECKLIST
Oh, you should know that this is an essential step to start charting your customer journey. But don’t worry, we’ll tell you what you need. Consider what you want people to achieve as they go through their journey, what processes you feel could be improved in your company and what you need to help your business reach its full potential. E.g.: The goal is that customers make a purchase, and we want to understand their journey, so we can offer better support along the way to guarantee they keep engaging with our brand and to build customer loyalty.
INTERACTIVE CHECKLIST
Does your business have a buyer persona?
YES
NO
INTERACTIVE CHECKLIST
Well, it’s high time you created one! A buyer persona is a semi-fictional representation of your ideal customer. To create one, you have to answer a series of questions about your customers, such as their demographics, behavior, and psychographic information. With the data you collect, you can build a form about your persona and even design an avatar to help you visualize who your ideal customer is and really put yourself in their shoes.
INTERACTIVE CHECKLIST
Do you know all the touchpoints your customer has with your business?
YES
NO
INTERACTIVE CHECKLIST
Hum, let’s solve this problem! The touchpoints are all the ways that your customer uses to interact with your business. To pinpoint them you should do some research and map them out. Some examples of touchpoints are: blog, website, social media channels, paid ads and phone. Then you’ve got to list them and find out if the customers may be facing troubles on your communication channels, if they are using more or fewer than expected and what are the actions they take in each one.
INTERACTIVE CHECKLIST
Do you know the customer’s actions in each stage of the journey?
YES
NO
INTERACTIVE CHECKLIST
Wow, congratulations! That means you know a lot about your customer journey. If you haven’t listed these actions yet, now it’s time to do that. Make sure to describe all the actions according to the stages: awareness, consideration and decision, and relate them to each touchpoint. You are very close to having a successful customer journey map. Keep going!
INTERACTIVE CHECKLIST
Well, this is going to take some research. The macro stages of the journey are: the awareness stage, the consideration stage and the decision stage. You’ve got to find out what the customer does in each one of them, list the actions and relate them to the touchpoints. For example: In the awareness stage, the customer searches for a keyword that drives them to my blog. You should know that this list can be huge, but that’s normal, it is actually going to help you understand exactly where you need to focus to improve the journey.
INTERACTIVE CHECKLIST
Do you know what the obstacles and pain points are that may be preventing the customer from moving forward in their journey or achieving the goal?
YES
NO
INTERACTIVE CHECKLIST
Ok, so this is how you’re going to find these obstacles and pain points. Once you have listed the actions, it is going to be way easier to discover at which moment the customer is not making the desired action, for example: when the customer reads a bottom-funnel blog post but does not go to your sales page afterwards. Or even if the customer arrives in the cart but doesn’t conclude the purchase for some reason, maybe the cost is the obstacle. The important thing here is to list every possible obstacle and pain point in your customer journey map.
INTERACTIVE CHECKLIST
Do you know how to create a visual representation of the customer journey?
YES
NO
INTERACTIVE CHECKLIST
Do you know how to keep your customer journey up to date?
YES
NO
INTERACTIVE CHECKLIST
It will make all the difference to your business. The job is not done when you map the customer journey, it is an ongoing process. Even after you make the necessary changes you identified in a first diagnosis, other obstacles and pain points might show up in the future. Take the customer journey yourself from time to time, review the data monthly, and always address customers' feedback.
INTERACTIVE CHECKLIST
We are almost there!
Please fill out the form below to see your results!
Number of Employees
Does your company sell any of the following services? Web design, Online marketing, SEO/SEM, or Advertising agency services.
Rock Content and Hotmart need your information to contact you about our products and services. You may unsubscribe at any time. For information on how to unsubscribe, as well as our privacy practices and commitment to protecting your privacy, please review Rock Content's Privacy Policy and Hotmart's Privacy Policy and