May 20, 2022
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 your brand, but also identifies 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. The goal of mapping the Customer Journey is to intercept the customer at each step and show them that we understand, removing the emotional barriers that provide a negative experience, ultimately impacting 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:
A well drafted Customer Journey identifies key emotional and rational barriers providing a solid framework in designing brands, positioning and strategies that tap into all stages of the customer journey to improve conversion and brand performance.