If you are running a business in 2022, one of the ideal ways to measure your success is by looking at customer satisfaction and customer retention rate!
But ensuring a seamless customer experience has become more complex these days because your customers are interacting with you through more than ten channels!
Mapping all these interactions and creating a powerful customer journey is very crucial if you want to deliver an out-of-the-world experience to your customers!
This is where SFMC Journey Builder steps in and helps you with creating effective customer journey maps! With Marketing Cloud Journey Builder, you can tell the story of your customer’s experience as they progress through their journey along various touch points like their first encounter with your brand, to purchase, and beyond!
Being a recognized Salesforce Partner, in this article, we have explained all you ever wanted to know about customer journey mapping and SFMC Journey Builder!
Continue Reading
To begin with, what is Customer Journey mapping?
Before buying a product or a service from you, your customer will go through several stages and processes! This is called a customer journey!
Customer Journey Mapping, on the other hand, is the process of creating a visual presentation and mapping every interaction your customer will possibly have with your brand (right from discovery to making a purchase with you).
At times a customer journey can also go beyond purchase and include stages like service, feedback, and retention too.
Though the process of customer journey may appear straightforward, once you dig deeper it can quickly become complex with ‘N’ number of stages! In each stage of the customer journey, your customer gets to interact with you through various platforms like,
- Social media
- Live chat
- Word-of-mouth referrals and
- Customer service inquiries.
Now, all the above mentioned touchpoints have the potential to create an impact on your customers. And at any moment your customers can gain a positive impression of your brand and can become your brand’s champion! That’s why it’s’ pivotal for you to map every interaction and touchpoint so that you can ensure that no interaction with your brand slips through the net!
Here’s where customer journey mapping can be a powerful solution in helping your business evaluate the quality of experience your customer receives at each touchpoint!
What are the benefits of customer journey mapping?
Customer journey mapping will help you better serve your customers by providing all the valuable and actionable insights your business needs! Apart from this, an effective journey mapping will also render your enterprise, a lot of other lucrative benefits through which you can…
- Get an objective perspective of your sales processes.
- Identify discrepancies between what your customers expect and what they receive.
- Understand at what touchpoints (where & how) your customers interact with your brand as they move through the sales funnel.
- Determine whether the customer journey is logically ordered according to your business needs.
- And gain an understanding of how the broader internal circumstances impact the customer experience.
Why leverage SFMC Journey Builder for Customer Journey Mapping?
Back in the day, marketing was only concerned with accelerating customer engagement and running campaigns, and Sales about the lead. This scattered way of working means that Marketing teams had little knowledge of how it impacted sales and vice versa. This ultimately affected the customers and the organization’s revenue goals!
SFMC will help you bridge these operational and functional gaps, by offering a comprehensive list of solutions! Primarily, with Salesforce Marketing Cloud Journey Builder, you can accurately and cohesively map a customer journey that aligns with your business and the engagement goals you are expecting!
Marketing, sales, customer service, and various other departments can collectively share customer data and leverage the data in a single platform to…
- Understand customer paths
- Chart customer personas and touchpoints
- Identify potential breaking points and gaps
- And decide what prescriptive action to take.
The benefits of mapping your customer journey with Marketing Cloud Journey Builder!
No matter the level of expertise, around 4 in 1 of the marketing professionals today leverage Marketing Cloud Journey Builder to take their customers on a journey that is personalized and relevant to them.
With powerful customer journey capabilities, SFMC Journey builder will help you…
- Connect marketing channels and automate customer journeys
- Create relevant and personalized customer experiences
- Engage with customers consistently across the entire journey
- Get a holistic picture of all the journeys created
- Unveil the power of Distributed Marketing
- Increase Lifetime Value and Conversion Rates
Now, let’s take a deep look at the select benefits!
1. Connect your marketing channels and automate your customer journey
Most of your customers today find you and build an affinity with you through digital touchpoints. When this is the case, it’s indispensable for you to bring all your email, SMS, and advertising activity under one module.
Let’s envision a situation where you don’t have Journey Builder!
In this case, you will be sending your emails, SMS, and advertising through different studios like Email Studio, Mobile Studio, and Ad Studio. But with Journey Builder, you can bring all these communications into one module and swiftly establish a multi-channel journey.
2.Get a holistic picture of all the journeys created
Journey Builder has an intuitive Journey Dashboard, through which you can get an overview of all the journeys created right from the type of journey, the last day on which changes were made, and the status of the journey.
In the dashboard, you can also filter the list of journeys, open, a journey, or get access to the journey creation workspace
Tracking the status and performance of your customer’s journey can never be this easy!
3. Bring the data together and visualize your entire journey!
If you think that Journey Builder is just a tool that accelerates email marketing, you might be taking it wrong as the platform performs a lot more than that! It combines all your multiple assets into one platform so that your brand gets to your customers with one sole voice.
Through Journey Builder, you can connect your sales and service teams through various custom activities. Once you are done with this, you can easily leverage Journey Builder as a unified platform to,
- Create customer service cases
- Update opportunities and
- Convery leads
4. Unveil the power of Distributed Marketing
One of the key reasons why you should consider Journey Builder for mapping your customer journey is that it enables collaborators from different departments to come together in one platform. Now, all these collaborators can easily gain access to authorized marketing assets, and trigger journeys effortlessly.
With this kind of distributed marketing, you will be able to retain a consistent brand tone across sales, service, and all the other departments, and touchpoints.
5. Adapt with each customer journey
Media consumption habits are constantly evolving and influencing the way we interact with our prospects and customers.
SFMC Journey Builder is a perceptive tool that helps you predict changes in your customer behavior through real-time customer data and predictive intelligence. By leveraging engagement splits, you can easily customize your customer journey depending on the actions taken by your customers or prospects.
Journey Builder is a platform that can scale according to your growing business needs! If you are starting with simple short sends, and then later wish to add more flows, you can easily optimize accordingly without worrying about the size of your audience or the complexity of the journey!
Note: To get more from your customer journey experience, you can set goals for the contacts in your journey. Once the customers or prospects meet the expected goals, you can take them out of the journey at any given point in time, so that you can drive more purpose out of your journey.
6. Increase Lifetime Value and Conversion Rates
Journey Builder today is not just a solution, that will help you with acquiring new customers. It will also assist you in creating more value out of your data by encouraging targeted journeys!
By leveraging Marketing Cloud as a centralized hub, you can store all the data about your current customers, website engagement, purchase history, and abandoned carts and use this information at the right moment or touchpoint!
For instance, you can instantly trigger a promotional journey, right after your customer abandons the purchase of a specific product. Providing a second chance to your customers with real-time data can be a great way to increase LTV and boost conversion rates.
Wrapping up!
Your customers today are enjoying an avalanche of options for communication channels and products. And the only way to earn their trust in this hyper-competitive marketplace is by delivering an unbeatable personalization experience!
By helping you get your customer experience story right, Journey Builder will be your trusted ally in delivering the right experience to your customers!
Are you curious to experience the magic of mapping your customer journey with Journey Builder?
Our Marketing Cloud ninjas have remarkable expertise in helping enterprises drive their business processes through SFMC Journey Builder. Be it a welcome journey, or creating a promotional journey, our experts can do it all for you!
