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  1. SET STRATEGIC GOALS
  2. CREATE BUYER PERSONAS
  3. KNOW YOUR BUYER STAGES
  4. DETERMINE CUSTOMER TOUCHPOINTS
  5. REVAMP THE CHECKOUT PROCESS
  6. IMPROVE CUSTOMER SERVICE
  7. BUILD AN ACTIVE COMMUNITY
  • JQ

    Jason Quey

    over 3 years ago #

    Interesting, I've never really considered doing a journey map before.

    This quote by Angie Schottmuller is insightful: "With an authentic storyline mapped, a gold mine of insights comes to light — critical pain points, content gaps, influencers, touchpoint failures, automation opportunities, and more.

    The result helps to strategically prioritize business efforts and unite cross-functional teams in ‘serving’ the customer. We are all customer success agents."

    • RA

      Ramin Assemi

      over 3 years ago #

      yap, that stood out to me too! great read

    • SJ

      Stephen Jeske

      over 3 years ago #

      Actually Jason, a buyer's journey is straight out of the Inbound Marketing playbook. But I do find this post interesting in that it focuses on minimizing friction, the bain of "shopping cart abandonment."

  • ES

    Edward Stephens

    over 3 years ago #

    I actually took to using MindMeister to attack this problem the other day.

    Different technique but even just popping down the thought map, highlighted glaring holes of 'assumed' customer knowledge/action.

  • SW

    Samuel Woods

    over 3 years ago #

    Loved the article!

    Has anyone tried taking a "Value Chain Mapping" approach to this?

  • RT

    Roman Temkin

    over 3 years ago #

    Great read, great tips, thanks for sharing!

  • AK

    Amit Kumar

    over 3 years ago #

    I would completely agree with the 4th point "DETERMINE CUSTOMER TOUCHPOINTS" because if you are not family with the customer's choices and need then marketing would be really very tough !!

    thanks for this great share :)

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