Make sure your buyer personas inform every step of your customer journey map.

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Document the Channe l s Your Buyers Wi l l Use

Triggers, such as frustrations or needs, are what cause a buyer to enter the cycle. Buyer persona interviews can help you identify these possible triggers.

Ident i fy the In i t i a l S tage of Your Journey Map

Not every journey is the same but the stages follow the generic path of Discover, Compare, Acquire, Use and Advocate. In the Discover and Compare stages, buyers will use the web, social networks, word of mouth and other methods to research. They may not reach out to your company right away so it is important to have engaging content available for them to find.

Def ine the Rest o f Your Journey Stages

Remember your buyers are people too. Build emotional hooks throughout the customer journey to build real relationships earlier in the buying cycle.

Develop a plan to capture behaviors in these channels and feed them into a central database so you can act on these interactions and deliver a more rewarding experience in each channel.

Take time to anticipate every question your buyer might have and develop helpful content that eliminates concerns before they even surface.

Tap in to Buyers ’ Thoughts and Fee l ings

Ant i c ipate Everyth ing

T I P Sf o r M a p p i n g Yo u rC u s t o m e r J o u r n e y5A c u s t o m e r j o u r n e y m a p i s a v i s u a l d i a g r a m d e p i c t i n g t h e s t e p s y o u r c u s t o m e r w i l l t a k e w h e n i n t e r a c t i n g w i t h y o u r c o m p a n y. I t i s p i v o t a l t o u n d e r s t a n d i n g y o u r c u s t o m e r ’s e x p e r i e n c e w i t h y o u r c o m p a n y.