How To Research And Build Customer Travel Maps To Improve Ecommerce Sales
There are many ways you can improve your eCommerce sales. You can increase your marketing efforts, hire more sales staff, or run a new advertising campaign. However, at the heart of all these strategies is your customers. You need to know more about them and how they interact with your business if you want to get the most out of your other endeavors.
To this end, we highly recommend customer travel mapping. Customer Travel Map makes it easy to grow your business in a number of ways. Below, we outline the benefits of a client’s travel map, as well as how to begin building it.
What is the customer’s travel map?
A customer’s travel map is a visual representation of how customers experience your brand. The goal of Customer Travel Maps is to better capture how customers move through your business, from the first time they hear about you to the time they become a recurring customer. By mapping a customer’s journey, you will have a systematic way of viewing information about your customers, which can improve your overall business. In fact, according to one study, 85% of professionals who use client travel maps find better customer satisfaction, less acne and fewer complaints.
Perhaps the best way to understand how they work is by looking at some examples of customer travel. In them, you will see how businesses divide the customer journey into stages and provide details of each of these stages. Once you see some examples, you can begin to think about what your business looks like.
Research your audience.
The first step in mapping a customer’s journey is to research the audience. The more you learn about your customers, the more detailed your map will be. There are several ways to gather information about your target audience:
One way is to send a survey. Through customer surveys, you can learn things like how your customers found you, what aspects of your business they like and dislike. It’s easy to send these surveys online, like when a user visits your website or completes a checkout. Try to ask a lot of questions, but don’t keep it too long, because you don’t want to spend too much time with your customers.
Customer location identification
Another way you can try is to use the IP search tool. With IP Search Tool, you can determine the location of your customers, which is ideal if your business operates locally or needs to calculate shipping costs.
If your business has active social media profiles, these platforms provide many tools that you can use to better understand your audience. Use these tools to learn more about your audience’s population, location, likes and dislikes. However, if you have a small audience on social media, you may not be able to get representative results from your entire customer base.
Finally, you can use AI tools to help with research. For example, there are AI and UX research Tools that can help you learn more about how customers interact with your website. You can then find out which pages perform best and which elements your users like the most.
Identify your touch points.
Touchpoints are where customers interact with your business. They can vary depending on the type of business. For example, a local coffee shop has a touch point for customers visiting its stores, while an e-commerce business has pages on its website. Basically, you want to think about all the ways that customers can use to interact with your business.
Create a timeline using graphic software
The last step is to use graphic software to create a timeline. A timeline is a path that your average customer follows. For example, a user might start by hearing about you through an ad, then go to your website, then buy a product. Divide your client’s journey into phases, then put those phases in chronological order.
Once you have completed these steps, you can start adding more details to each one. For example, under each step, you can make a list of possible touch points that the user will experience during that step. You can also add details such as how your client is feeling at the moment or what they are thinking.
Create your own customer travel map
Each business will have its own unique customer travel map. While you can look at others so that you can figure out how to make it, in the end, you will need to modify it to suit your needs. However, if you take the time to plan a customer journey for your eCommerce business, it will probably be easier for you to strategize for your sales and marketing plans. As a result, your sales will increase in the long run.
Also read: The Future of E-Commerce: Improve Your Market Position