One of the first things you can do when it comes to creating goals for your company is to define who your customers and how you can help them solve their problems. While you might know this on the surface level, it can be essential for you to dig deep into what exactly you are trying to accomplish and how you can alleviate your customers’ pain points. One of the best ways to measure your customer success journey is by creating a map.
Here are some things to consider when you are putting together your map for the first time.
1. You need to know customer details
Before you can begin the process of creating a map, you need to know some things about your customer. Some of these might include details such as where they work, their genders, incomes, and if they have additional family members in their household. Knowing these aspects of your customers can make a world of difference when it comes determining what problems your company is planning on solving.
2. Customers should be part of your company culture
Your team members should have a hand in creating your personas and getting to know them. You also might want to include them in any onboarding materials that you plan on sharing so new employees can get an idea of what issues you want to solve for your clients. In fact, it’s a good idea for your employees to be the ones to do research—even if you as a business owner already feel as though you have a firm understanding of who your customers are.
3. You might have multiple personas
Depending on what type of company you have, you might have a number of different personas available. Some might have different goals than others, or they might have different familial circumstances, budgets, and more. This is why it can be helpful to create multiple personas in order to cover all the pain points clients might have. Also, if you are offering multiple products with your business, you might need create a persona (or several) for each one. By doing this extra research, you’re making it simpler for both your employees and yourself when you are unsure about how to go about marketing your services.
4. Your map should change
As your business and clientele changes, so should your customer journey map. People and companies evolve, and you might be missing out if you stick to old personas that worked in the past. You also might end up attracting a different type of customer than you were originally thinking you would, which means that you should make sure to update personas as you attract new types of customers.
Creating a customer journey map can be beneficial for everyone involved in your company, including your customers themselves. With this in mind, you can develop a business that puts your clients first and actually ends up helping them with the problems they are facing.