Lessons from the Customer Journey

By Ian Blake

American novelist and poet, Don Williams Jr., once wrote that “our lessons come from the journey, not the destination.”

I’m sure you’ve come across a slew of quotes that share a similar sentiment, but I think it’s fair to say that for most folks, myself included, the destination is but a small part of the journey. Indeed the latter can oftentimes come to define the former.

Lessons from the journey, not the destination

Now, without wanting to belittle such a beautiful quote, I will say that the same message can be applied to the heady world of B2C marketing. How? Well, while the destination will (hopefully) manifest itself as a purchase on the part of your customer, that purchase is little more than one of many milestones along the customer journey, and if we can better understand that journey, then we can better understand how to drive predictability, increase engagement and convert more frequently and consistently.

Sounds pretty straightforward, right? The short answer is yes, now it is, but that hasn’t always been the case. You see, until recently, fully understanding the customer journey has been a frustrating task – especially for B2C brands – because the marketing channels available to us are inherently disconnected. Not only that, but collectively those channels use a smorgasbord of conflicting metrics, and can oftentimes suggest paradoxical action items. Basically, we can consider individual milestones on their own merits, but we can’t see how those milestones relate to the overall journey.

For example, let’s assume Shamita, the woman in the picture, is one of your customers. Now, while Shamita purchased one of your products from an email that contained a too-good-to-turn-down offer, that purchase doesn’t account for the fact that Shamita was introduced to your brand by a friend who is one of your biggest advocates, and subsequently became enamoured with your brand courtesy of an entertaining social feed and hilarious blog posts.

In short, if we fail to consider Shamita’s purchase from a “journey” perspective, we will likely just focus on sending her more emails since, on the face of it, they seem to drive the “ideal action”. But in reality, Shamita tends to respond more quickly and interact more positively with the brand’s social feed. The key is to have insight into which channels drive the best response from your customers and you’ll probably discover a blend of channels contribute. This is why having a full view of the customer journey is so important.

Track the journey to deliver a memorable customer experience

Indulge me for a moment as I liken the journey framework to a more literal type of journey, a road trip. Imagine two people want to travel from, say, Seattle to San Diego, and each rent a car. Both rent similar cars from similar companies, but the second guy’s car has a super-smart tracking technology installed. Now, let’s look at each journey from the customer’s perspective.

Customer A:
The car got me from point A to point B. It was fine, I guess…. pretty much what I expected.

Customer Go to the full article.

Source:: Business 2 Community

Be Sociable, Share!