MIRO TEMPLATES HOW TO

You can use these CJMs to improve your customer journey. These CJMs are used to articulate the actions, thoughts, and emotions customers experience while interacting with your brand. Current state: A current state map is probably what comes to mind when you first think of a CJM as it is the most common.There are four distinct ways to structure your map, which will vary depending on your goals. You can even create an introductory presentation on a few slides to discuss the purpose of the workshop. Then, with the digital canvas open, write down your goals for the team to review during the workshop. Start by opening up a board and adding the templates you'll need for your mapping exercise. Miro is the perfect visual canvas for your map – and a great tool when working remotely. Regardless of how you host your workshop, you will need to digitize the map at some point to share it across your organization. Many teams prefer to use the tried and tested pen and paper to create their customer journey map, while remote teams need digital tools. Be sure to identify them before getting started, so you know who should be invited to your mapping workshop.

Your internal stakeholders are the people who will be most impacted by the results of your customer journey map. Here are a few necessary steps to take before crafting your CJM. Preliminary customer journey mapping workīefore hosting a customer journey mapping workshop, it's important to understand who needs to be involved, what tools you'll use to make the map, and what technology you will utilize to host the workshop. Recommended business KPIs to consider are: Setting measurable goals is essential - otherwise, how do you know the CJM is working? You can always adjust as you discover new things, but it is important to have an actual objective and KPI rather than some vague notion.

Unearthing and addressing internal inefficiencies.

Identifying ways to engage or reach prospects.

Once you have done this, you can consider what kind of business goals you want to achieve.

You're looking to assign team resources to specific touchpoints within the journey.ĭetermine what problem you are having and why you need a CJM first.

Your business is to release a new product or introduce a new service.

Your company is changing strategies (for instance, from a bottoms-up approach to a top-down one).

You're trying to understand the purchasing patterns of different personas.

You have a customer churn problem you're struggling to understand.

You will need to spend some time articulating the challenges your team faces so that you can more efficiently seek solutions in your CJM.Ĭustomer journey maps are especially useful in the following scenarios: Instead, spend some time considering why you need a CJM. If you are thinking about creating a customer journey map without a specific and measurable goal in mind, stop what you are doing immediately.

MIRO TEMPLATES HOW TO

Let's discuss how to map your digital customer journey efficiently to avoid wasting time. This information is incredibly valuable and can significantly benefit your business's bottom line. Yet, one of the more obscure benefits is it allows you to unearth issues you might not be aware of without directly hearing from the customers themselves. The journey consists of five distinct stages:Ĭreating a digital customer journey has various benefits for your business. It covers every single digital interaction between a customer and your business throughout the buying journey. The digital customer journey is simply an internet user's path when interacting with your brand. How do you resolve this? With digital customer journey mapping. As many as 91% of customers will simply leave without complaining if they are unhappy with your service, denying you valuable feedback to correct the mistakes and customer experience. According to a recent study, only 1 in 26 unhappy customers regularly complain – and the rest simply cease doing business with the company altogether.

Whatsmore, they will leave without providing feedback. Customers will abandon a purchase or a brand if unsatisfied and simply leave for another to provide them with a better digital experience. Today's consumers are digital kangaroos, hopping from one brand to the next across a variety of devices.

Modern consumers expect a guaranteed high-quality digital experience tailored to their wants, needs, and interests. You need to intimately understand your audience, know what they think and feel at every online interaction with your product and use this to predict what they might do in the future. Just understanding a customer's wants and needs is no longer good enough.

Miro templates