{"id":30961,"date":"2021-04-20T16:00:37","date_gmt":"2021-04-20T15:00:37","guid":{"rendered":"http:\/\/www.smartinsights.com\/?p=30961"},"modified":"2021-04-20T15:38:19","modified_gmt":"2021-04-20T14:38:19","slug":"mapping-customer-journey","status":"publish","type":"post","link":"https:\/\/www.smartinsights.com\/user-experience\/customer-experience-management-cxm\/mapping-customer-journey\/","title":{"rendered":"Digital customer journey example – journey mapping"},"content":{"rendered":"

Techniques for mapping your digital customer journeys across different touchpoints with the RACE Framework<\/h2>\n

Understanding your customer and how they interact with your business, directly and indirectly, is critical in driving improved value, repeat business, and longevity (and value) of your relationship. That's why you need a digital customer journey example.<\/p>\n

Digital customer journey mapping helps you create a communication strategy that builds a conversation with your customers. Following your digital customers' journies helps you visualize current and planned customer journeys and the key touchpoints across different marketing channels.<\/p>\n

So, where do you start when looking at your business and the journey a customer takes in the initial phases of a decision-making process and in follow-up phases as the relationship builds?<\/p>\n

Using the RACE Framework to create digital customer journey examples<\/h3>\n

Our popular RACE Framework gives marketers a solid structure upon which to base their market research, customer experience (CX) analysis, customer journey mapping - and more.<\/p>\n

Marketers love RACE because this simple 5-step process allows you to incorporate customer data with your growth strategy to plan, manage, and optimize your key customer touchpoints, which you can see in the below omnichannel customer journey example.<\/p>\n

Why is this important? In today's competitive digital landscape, keeping your customers happy is the pinnacle to success. In fact, 32%<\/a> of all customers would stop doing business with a brand they loved after one bad experience - losing you business, and decreasing your marketing ROI.<\/p>\n

So, now's the time to invest in getting your customer journey spot on, so you can acquire and retain even more customers, and build a marketing strategy that achieves your business objectives.<\/p>\n

\"Omnichannel<\/a><\/p>\n

Need a plan to create a winning marketing strategy?<\/h3>

Get started today using a tried and tested step-by-step process to optimize your marketing.<\/p>Start Now<\/a><\/div>\"\"<\/div><\/p>\n

Understanding digital customer journey touchpoints and channels<\/h3>\n

When beginning to look at a digital customer journey example, a good place to start is the various touchpoints a customer has with your business. Although this is likely to expand with the following steps, it is an area where several stakeholders can be actively involved with different views on how the customer interacts with your business, be that from a customer service viewpoint, e-commerce, fulfillment, etc.<\/p>\n

To begin the discussion look at the core purchase channels as this will be well-defined within the business and should cover areas such as those in Fig 1:<\/p>\n

\"Digital<\/a><\/p>\n

You can then expand this to look at other areas such as:<\/p>\n