Reasons for creating CJM:

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5 Steps to Managing the Customer Journey to Increase Website Conversion

customer journey template

High levels of competition force companies to work even harder and more diligently on product and service quality to prevent customer dissatisfaction and churn. Moreover, providing a pleasant user experience increases the likelihood that customers will return and become loyal over time. According to the XM Institute, when studying consumer loyalty for given companies:

72% of customers who had an “okay experience” are likely to buy again.

84% of customers who had a “good experience” are likely to purchase again.

94% of customers who had a “great” experience are likely to purchase again.

So moving customers from a “good experience” to an “excellent experience” can increase your chances of conversion by 22%.

5 Steps to Managing the Customer Journey to Increase Website Conversion

for product development: the analysis obtained when finland telegram data working with the CJM tool shows the strengths and weaknesses of the product. And working with the latter can give new ideas for solving customer problems and improving their interactions;

to reduce the transaction cycle: a customer journey map allows you to see at what step the problem arises and what can be done about it. Perhaps there are unnecessary points that can be eliminated and the customer's decision-making process optimized. A faster purchase decision certainly increases conversion;

to improve the effectiveness of promotion: the map draws attention to areas for improving the marketing strategy, which channels are more or less effective, what work should be done on the content and offers posted.

Having a customer journey map is a comprehensive tool for analyzing customer interactions and is the first step in working on your conversion rate. The better you understand your customers’ journey, the easier it is to optimize each stage for greater engagement and further sales. For example, a customer journey map for an e-commerce company might look something like this:

the consumer found the site through an advertisement on VK.