*Article contributed by Sarah Williams.
With today’s technology, going abroad or on a road trip is as easy as eating a piece of cake, what with the map applications installed on our mobile devices and GPS to help us navigate where we are going.
The same thing goes for a SaaS customer journey. During earlier times, business people and companies alike had to test out their products blindly. They were not sure how consumers and audiences would react.
But now, through the use of a customer journey map, companies finally have a blueprint on how consumers would take their products and respond to their business.
What is customer journey mapping?
Customer journey mapping is a way for businesses to visualize how their target audience will react to their brand or product by putting themselves in the customer’s shoes.
With this, they will be able to map out the possible responses of customers and gain insight into what they are thinking. This helps companies improve the customer’s experience by eliminating any trouble or problems that might come their way.
Additionally, businesses will be able to plan the best possible service by knowing what a customer wants and needs to make their experience seamless and hassle-free.
Why is customer journey mapping critical?
Understanding the customer’s journey can lead to a better experience, not just for them but also for your business.
Since a SaaS customer journey gives you an overview of how customers interact with your product, you will be able to upgrade old systems and replace processes that are not working. You can also come up with new ideas that will suit your audience better.
For example, a UX/UI designer can use a customer journey map to see how user-friendly their design is. Is it easy to navigate? Is it easy to understand? Are the features helpful? The same goes if you’re selling a product to your audience. Is this worth my money? Is it useful? Is it durable?
Answering these questions will help you make a strong brand that people can enjoy.
The benefits of having a customer journey map
Having your SaaS customer journey is easy, as tons of online services will help you in developing your map.
On top of this, it also comes with a ton of benefits for your business and here are just a few:
- Builds connection
Since you can understand your customers better, you will have the power to connect with them emotionally and gain their trust.
The process of buying or acquiring a service can become an emotional experience for people, and a customer journey map can capture those emotions. With this, you will be able to adjust your brand’s tone to your customer’s liking so they can relate to your brand more compared to others.
Not only that, but the different departments of your company can have a unified outlook and view on how the customer reacts towards your product. That reduces the tension and arguments between different teams.
- Solve problems before they start
Because you will be able to identify the holes and issues that may arise with your current brand, you can quickly come up with a solution to make it better.
Understanding how a customer’s journey will go while interacting with your product is essential. With this, you will be able to know the right time to release certain information and when to give them new updates while avoiding confusion.
Once you have a customer journey map readily set up, you will have the power to predict how successful your brand or product will be. Plus, you can always use your old customer journey as a model for new ones once you have another product to launch. Just be sure that you study each aspect and get help from experts so you can make your map the best it could be.
*Article contributed by Sarah Williams.