The customer experience has become a top priority for companies in 2021. But why should you care about the customer mapping experience? There’s been a shift in the expectations of customers. With technology improvements, people know that businesses collect more info about them. The standards have been raised to what companies can do. But again, why should you care about the customer experience? In this article, I’m shedding light on why investing in customer journey mapping should matter to you.
Your Year over Year Growth Potential
Your year over year growth has huge potential by using customer mapping. Research shows companies using customer mapping experience a 24% year over year growth. Companies without a customer mapping strategy tend to see only 16% yearly growth. This means it’s to your advantage to add a customer experience strategy to your business. Knowing where your customers go over time gives you the edge. There’s clarity on how you should be treating your audience at each stage.
Ultimately, customer mapping creates a compounding effect. By executing this plan, you’re maximizing long term relationships. For every customer that stays around longer, you unlock more potential revenue.
Creating an unfair advantage in the market
We’ve worked with over 100 companies for email marketing. Over 90% of these companies didn’t have a customer journey strategy in place prior. This means you’re leaping ahead of most competitors by creating a mapping strategy.
We all see what’s possible with companies like Amazon. Their ability to create convenient and world-class experiences have spoiled us all. Your customers expect you to know their name and recommend things they want. Why should this matter to you? Because the companies that figure out how to create the best-personalized experience wins. One of the easiest ways to do this is through customer mapping.
For instance, have you ever went to a restaurant and had a server that went the extra mile? Maybe you were ordering drinks and they provided you with samples before you made a decision. The server remembers your name and says it often. They guide you on finding a dish to your liking. And before you leave, they provide you with similar dishes you may like for future visits. This is an example of an end-to-end experience you can harness with customer mapping.
Controlling the end to end experience
Customer mapping creates laser clarity in your customer experience from end to end. You can impact the consumer experience when you know where the relationship starts and ends. This can be the difference between a one time customer and a lifetime customer.
In fact, companies that use customer journey mapping can be 60% more profitable than ones that don’t. Why is this the case? Because it creates clarity and allows you to build the experience to meet the needs of your audience. And if you meet your audience’s needs throughout their journey, you’ll have more repeat business. In addition, this means more revenue per customer and lower acquisition costs.
In summary, there are endless benefits to investing in customer journey mapping. Your yearly growth improves by creating a mapping strategy. Since most businesses put little thought into the customer experience, you got a headstart by doing so. Overall, customer mapping gives you more control to build long-term customer relationships. Do you want to learn more about how to apply customer mapping to your business? Check out Mapping Experiences by James Kalbach.