Whether you’re building a content marketing strategy or trying to improve satisfaction, understanding what your customers are going through will help you make the experience better.
By considering each customer’s personal experience, what they’re trying to achieve, and how you can help, you may find areas where you can:
- Offer advice or insight to help prospective customers solve a problem and position yourself as a trusted expert
- Eliminate frustration to improve their experience
- Remove obstacles to accelerate the customer’s journey and drive revenue
Large enterprises often have a customer journey map that aligns digital marketing content and tactics to each step in the journey. But if you haven’t created one yet, now’s a great time to start.
Put yourself in your customer’s shoes and identify each of the steps they go through on the way to purchasing your products or services, what they’re doing, and what they’re thinking and feeling at each point in the process. How can you make the experience better, faster, or easier?
Not sure where to start? Check out this great post from IDEO U on how to use customer journey maps to uncover innovation opportunities.