After all, if you don’t know them — what they do and don’t like, the problems they deal with, etc. — how can you ever expect to find and market to them? The answer is, you can’t. Using Google Analytics, begin to pull data like bounce rates, traffic reports, funnels, and conversion rates. These reports isolate what needs to be improved on your site. But the numbers alone aren’t enough.
They fail to give you personal insights into your customers. Get to know your customers by conducting interviews, sending surveys, and reading support tickets. You want to know their pain points. Here is finland consumer email address an example of LEGO’s customer journey map. lego customer experience LEGO’s challenge was mapping their shoppers (parents), not their consumers (kiddos). So, LEGO created the “experience wheel” above. Mapping your customer journey represents the flow from the first touchpoint to purchase.
Martin Lindstrom quoted in his book, Small Data: The Tiny Clues That Uncover Huge Trends, > “If you want to understand how animals live, you don’t go to the zoo, you go to the jungle.” To truly understand your customers' experience, you have to talk to them. Step 2. Create great content Once you’ve mapped out your customer journey, your next mission is to create content that will surprise and delight.