Customer journey mapping is a strategic tool that visualizes how the audience interacts with your product or service. If done right, it helps businesses understand customer experience as it highlights how customers feel at each stage, helps to identify pain points, identifies areas of motivation and improves customer satisfaction.
Did you know that 86% of buyers are willing to pay more for a great customer experience? (superoffice) But, there are many businesses that still struggle to understand their customers’ real journey which leads to frustration and decrease in sales. However, an effective customer journey map uncovers opportunities for improvement, strengthens relationships, and ultimately drives better business results. But for this, businesses need to avoid some common mistakes as ineffective maps can miss key insights and opportunities.
In this guide, we will walk you through some common mistakes in customer journey mapping that businesses make and how to avoid them with best practices. Once you understand this then you will be ready to create a customer journey map that doesn’t just look good but actually transforms the way you serve your customers.
Let’s begin,
Common mistakes in customer journey mapping
1. Ignoring Customer’s Perspectives:
One of the biggest mistakes in customer journey mapping is forgetting who it’s for as it’s for your customer not your business. Sometimes businesses focus on their internal operations, designing workflows and touchpoints that are easier for them to manage but don’t make it easier for their customers. Also, set up systems that prioritize internal efficiency which requires unnecessary paperwork, lacks options for return, or makes the process slow without considering how frustrating it is for customers who just want a quick and easy to use product or website.
By ignoring customers’ perspectives, businesses can miss pain points which can result in poor product design and service delivery which can dissatisfy the customers and they may feel undervalued as their needs and perspectives are not considered and a lack of alignment with customer expectations often leads to decreased sales.
For example, Many businesses implemented a self-checkout process to improve internal efficiency and reduce labor costs. However, A 2021 survey by newswire found that 67% of shoppers experienced failures with self-checkout and 85% preferred human cashiers due to frustration with scanning errors and slow systems. So businesses that focus on operational ease rather than the customer experience face dissatisfaction and even abandoned purchases.
How to avoid this:
Businesses can avoid this mistake by creating a customer journey map that focuses on customer experience which includes their journey, thoughts, expectations, goals, channels they use, and steps they take, among other things. This will help businesses to know about customers’ perspectives and they will be able to improve the product design, enhance service delivery and align with customer expectations.
Also, businesses can identify pain points by getting feedback from the real users as feedback can provide valuable insights of users’ experience on their site or when they interact with a product. As a result, businesses can ensure that their digital product or service remains user-centric and responsive to evolving user needs. Feedback can be gathered through surveys so When the business surveys customers, they get insights into their experience also it helps identify trends and areas needing attention. Moreover, feedback can also be gathered through interviews, as it allows for deeper insights into users’ thoughts and feelings.
2. No clear goal or objective:
Before conducting any research, it’s crucial to set a clear objective for your customer journey map because without a clear goal, the customer journey can be ineffective as business may collect irrelevant data, do unnecessary changes or fail to meet the customers needs and preferences which can lead to wastage of resources, time and money. This can result in no real improvements in design, leaving customer pain points unresolved and satisfaction low.
How to avoid this:
To avoid this harm to the business, businesses have to set a precise goal. First, they should define what they want to achieve whether to improve customer retention, enhance the on-boarding process or to identify pain points in the conversion funnel. Then, they can set SMART (specific, measurable, achievable, relevant, time-bound) goal to define the path and determine your success as it provides a clear direction and measurable outcomes that ensures that every decision made during the journey mapping process aligns with the business’s objectives and can be tracked for effectiveness.
For example, An online clothing store wants to improve its checkout process. Their SMART goal could be:
- Specific: Reduce cart abandonment during checkout.
- Measurable: Decrease abandonment rate by 15%.
- Achievable: Implement a guest checkout option and simplify form fields.
- Relevant: A smoother checkout will increase conversions and revenue.
- Time-bound: Achieve the 15% reduction within the next 3 months.
This SMART goal gives clear direction and measurable success which ensures the business focuses on improving the customer experience in a targeted and effective way.
3. Not taking Customer’s Feedback:
Customer feedback reveals what people like or dislike and it provides insights to customer satisfaction which helps businesses to identify areas for improvement as a result they can improve design or product and make better decisions to better meet the customers needs. A study by microsoft found that 77% of consumers favor brands that ask for and act on customer feedback which shows how important it is for business success.
Without consistent feedback, it’s impossible to know if the journey map aligns with real-world experiences as without customers feedback businesses can miss pain points that frustrate customers so customers may feel unheard or undervalued as a result customers will get dissatisfied leading to negative reviews and customers will seek better alternatives elsewhere.
How to avoid this:
As customers are the backbone of the businesses, without them business is nothing. That’s why it is important to create effective customer journey mapping as according to a study by McKinsey, companies that leverage deep customer insights to personalize experiences can increase revenues by 5-15% and improve marketing ROl by 10-30%..
However, businesses can take feedback through surveys or interviews as surveys help to take both qualitative and quantitative data so businesses can get the answers of “what” and “why” also surveys highlight the pattern and trends whereas, interview is a face to face interaction which helps interviewee to deeply understand the customers. But, businesses can also add feedback form in the website where customers can share their thoughts and concerns and businesses can send customer satisfaction surveys through email or website popups which can help businesses to quickly and easily get the feedback as a result businesses can make data driven improvements.
4. Failing to update the map regularly:
Failing to update a customer journey map can lead to outdated insights as customer needs and touchpoints changes over time so outdated maps can misrepresent the current customer experience which can cause flawed decisions about service improvements as businesses may focus on irrelevant issues rather than addressing current pain points and opportunities for growth as a result resources could be wasted on outdated problems and customer satisfaction may reduce because of unresolved pain points.
For example, NS&I saw a 37% rise in complaints due to outdated systems, missing satisfaction targets for three of four years. Also according to gartner, while 82% of companies create journey maps, less than half use them effectively. Regular updates are essential to stay aligned with customer needs.
How to avoid this:
Just like your business, the customer journey is constantly evolving, so it’s important to update the map often. This will help to be aware of the changing nature of the customer’s interaction with your brand as a result, businesses can make informed decisions to enhance customer experience and meet their evolving needs. Without real-world validation, businesses might miss critical details or overlook gaps that impact the customer experience so continuous testing allows you to refine the map and ensure it aligns with actual customer behaviours.
However, businesses can use some testing methods like:
- Run a pilot test: it allows to introduce changes to a small group of customers to gather feedback and identify the potential pain points. Conducting a pilot test helps improve the process, refine your tasks and questions, and identify any issues with your current testing setup.
- A/B testing: This testing specific touchpoints can highlight which approach resonates more with your audience. For example, testing two versions of a landing page might reveal that one design boosts conversions by 30%. A/B testing can increase conversion rates by 49% on average which helps businesses make data-driven decisions to improve user engagement and satisfaction.
These testing methods ensure continuous optimization which keeps the customer journey map aligned with evolving customer needs.
Some businesses mistakenly create a single journey map for all customers, which oversimplifies diverse needs and behaviors as different segments have different needs, behaviours and pain points. So one persona for different segments oversimplifies the journey and business fails to meet specific customer needs. Moreover, a weak persona can lead to bad product decisions. It might rely on assumptions, not data so the journey map will not reflect actual customer behaviour and pain points leading to misaligned marketing strategies and poor customer experiences.
How to avoid this:
As not all customers are the same, and your map should reflect that. Creating detailed customer personas by segmentation and personalization strategies helps you focus on the unique needs, preferences, and behaviours of different audience segments. This approach ensures your journey map resonates with real customers. Businesses should create segments then they will be able to create more targeted strategies that resonate with each specific group which leads to improved engagement and increased conversions. Also, by understanding the audience on a deeper level, businesses can craft experiences that feel personal and relevant.
Do you know that companies with detailed personas are 2.5 times more likely to succeed in their marketing efforts? This shows that investing time and efforts in creating accurate personas can significantly impact marketing effectiveness and product development.
Customer journey mapping is one of the most powerful tools a business can use to understand and improve its customer experience but if it’s done correctly and for this businesses have to look at the common mistakes that mostly businesses do and how to avoid these mistakes as by skipping over these common pitfalls, they’ll be able to achieve actionable insights that can drive exceptional customer experience and take them closer to their business goals.
Now that you know the common pitfalls and how to avoid them now it’s time to put this knowledge into action. For this, review your current customer journey map and regularly update your map. Remember taking the time to understand what matters to your customers and what they want from you will yield high rewards!
