Step 2: Collect customer data and feedback, and define target audience
The second step is to understand who the audience for this journey is. You can collect data based on the scope defined in the first step to build a Buyer Persona to depict the specific image of the customer, such as gender, age, region, interests, how they enter the website, and what interactive behaviors they have. What goals do you want to achieve, etc.
Example of a character profile designed by FreePik.
Step 3: Define your customer journey stages
You can start with the 5 common customer journey stages mentioned in this article , or redefine the stages based on your goals. For example, for news media, the audience may go directly from russia whatsapp phone number the "use stage" (reading or watching the report) Only at the beginning will they enter the stage of getting to know the brand; for social strategy, the audience may first purchase the product and then join your FB or LINE to interact.
Touch points are scattered in various channels, such as official website, social media, App, EDM, SMS, stores, channels, events... It is very important to list the interactive touch points, which can help you find those that can optimize the customer experience or process. Chance.
Step 5: Describe customer behavior at touch points
Once you have touch points, you can further list the interactive behaviors that customers will perform at these touch points, such as clicking on Facebook ads, binding LINE members, using coupons, viewing Google reviews, reading menus, etc.