May 26, 2019
A customer journey map is an incredibly useful tool to understand and improve your customer experience. A great customer journey map documents your customer’s experience from your customer’s eyes, helping you to understand not only how customers interact with you today, but also identifies improvement opportunities.
We are all consumers of low to high involvement products and services and there is no standard Customer Journey map. What is similar are the emotions that are felt at each stage of the journey.
These range from: Excitement, Anxiety, Confidence and Guilt/Embarrassment. The goal of mapping the Customer Journey is to intercept the customer at each step and show them that we care and to remove the emotional barriers that provide a negative experience that impacts conversion timeframes.
The Stages of the Customer Journey in property development are:
Dreaming, Feasibility, Searching, Refining, Purchase, Building and Move In. To capture and remove barriers at each stage of the Customer Journey, the 8 Components below are important considerations:
Marketing Connxtion has extensive experience in developing Customer Journey frameworks and identifying key emotional barriers to purchase. Our property development experience provides a solid framework in designing strategies and campaigns that tap into all stages of the Customer Journey to improve conversion and brand performance.