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Customer Journey Mapping

Social media is an integral source of information for people when deciding to purchase a product or service. The depth in which people discuss their purchases online also offers a fertile source of data for brands which, when structured in the correct manner, can deliver a granular customer journey map that helps you understand how people make decisions and at which point your brand or product falls out of the consideration set.

These customer journeys are not linear and there is no “one size fits all” solution. We produce bespoke, category or brand specific customer journey maps based on real consumer behavioural and attitudinal data.

Are you releasing a new product or service, or do you have a sticking point in the journey of your existing product or service? Using social listening tools, you can uncover actionable insights to help you make strategic data-driven decisions in the process of understanding the ways in which customers make decisions and the journeys they take.

Every business benefits from a healthy sales pipeline and an understanding of the customer journey strategy, regardless of the industry or region your business is in. If you aren’t fully aware or have an understanding of your customer journey, you most likely won’t be approaching your key prospects in the right way or at the right time.

At Convosphere, our experienced insights analysts use customer journey analysis tools to create a customer journey map to improve our clients’ communications and messaging strategies. We identify potential ‘roadblocks’ in the purchase decision-making process for your brand specifically and the wider category. We identify where people might be dropping out of the purchase journey and why.

We help you to understand the stages of your buyer journey, including awareness and the decision-making process when investing in your product. Once you have a clear understanding, you’ll be able to reach your customers better than ever before and create a long-lasting and trusted impression.

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Strategic customer journey analysis

Our customer journey mapping service enables you to focus on predicting and influencing the behaviour of your customers. With every ad campaign, email campaign and landing page you publish, you should be persuading your audience to take a step along the journey.

Customer journey analysis enables you to understand how your customers are likely to purchase your product and the touchpoints they may have along the way. This can allow you to predict what potential frustrations may lead some audiences away from your product and help you to optimise and streamline the overall conversion process.

Our customer journey mapping tool maps out the buyer journey to reveal essential consumer insights on behaviour patterns throughout the buying cycle from the very first interaction, including emotions, experiences and deciding factors which influence a purchase.

Overcome your customer journey barriers

Social listening offers the advantage of gaining insights into the consumer decision making process. Customer journey mapping not only provides insights into the expectations of your customers in the customer decision-making process, but it also helps you create a customer experience that encourages consumers to reach the endpoint of the journey to make a purchase.

If there are any conflicting barriers that prevent your customers from making a purchase, this will become clear after identifying the customer journey mapping. Understanding these barriers will make it clearer how to overcome them. After all, your customer is the most important piece of the journey, so putting yourself in your customer’s shoes will allow you to get to know your product and understand each step of the journey.

When you overcome these barriers and create a tailored and meaningful experience for your audience, you’ll be influencing them in the decision-making process and pushing them to move to the next step of the journey.

Businesses with the most effective marketing campaigns use customer journey path analysis to create a well-targeted and relevant marketing campaign.

Using social insights to produce a customer journey map enables you to:

Generate a granular understanding of how people proceed through a non-linear buying journey

Isolate the pain-points along the way

Identify where your brand is over or under-performing at each stage and why

Measure your competitors’ performance and identify the mechanisms or attributes that give them advantage

To learn more about our customer journey mapping processes and how they can help you make strategic decisions, please get in touch today to receive further information.

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