Customer Journey Mapping to Get a Leg Up on Your Competition

What does a potential customer see when they look at your brand?

Understanding consumer behavior—from initial contact to engagement to a long-term relationship—is the Holy Grail for marketers, customer service professionals, communicators and salespeople across B2C or B2B brands. But to truly grasp how a consumer experiences your product online or in-person, you need to walk a mile in their shoes.

What compels customers to choose and remain loyal to one brand over another? What are the emotions, needs, aspirations and motivations that inform a customer’s journey to your product or service? Join the Social Shake-Up October 16 to learn how data and analytics can uncover consumer behavior and help you remove friction from the decision-making process to best position your brand for success.  

You'll learn how to

• Understand customer click patterns to decide whether to integrate features such as a “click to chat” option or more robust FAQs on your website
• Understand the different types of customer journey maps, from online experiences to brick-and-mortar shops 
• Use customer journey mapping for service design
• Map customer behavior across social channels 
• Use data visualization to inform the design decisions on your brand’s website, brick-and-mortar presence and content marketing tactics
• Understand human-centered design to identify gaps, disconnects and misalignments in the customer’s experience of your brand
• Leverage behavioral data to review and revise the content on your website with your product and sales team
• Learn to what degree your potential customers are quality- or price-sensitive
• Use analytics to learn about your customers habits, interest areas and likes or dislikes about your product, service or industry
• Develop customer journey maps that span an entire customer lifecycle