Imagine having the ability to see into your customers’ minds. Would you better understand what they want and how you can deliver it to be a leader in the industry? The answer is Customer Journey Mapping!
Customer journey mapping is a technique to understand the journey that your customers go through before, during, and after an interaction with your product. It’s crucial for intuitive digital products because they are carefully designed to guide users through their onboarding path and engagement with the product. In this post, I have taken the liberty of exploring customer journey mapping for banks and how banks might leverage this technique to improve their digital marketing strategy.
So What is customer journey mapping? It’s a process that allows you to identify the shortcomings of your banking platform and make improvements.
I’m sure you’ve heard about Customer journey mapping. If not, that’s fine too. This blog aims to shed light on why banks and their users can benefit from this technology. I will explain what it is, how it works, and why you should try it.
The old bank approach of segmenting customers by products has gradually given way to customer journey mapping for banks. Today’s financial institutions have increased attention to customer experience, despite budgetary constraints.
What is Customer Journey Mapping?
Customer Journey Mapping (CJM) is a new way to come up with solutions to customer issues in banks. CJM will help identify pain points and develop solutions/iterations based on this. What is Customer Journey Mapping? Let’s get started.
Customer journey mapping is becoming an essential practice for banks to strengthen their brand and customer relationships. In simple terms, customer journey mapping is understanding the complete process flow before, during, and after your product or service has been delivered to the end-user.
Who isn’t obsessed with creating the perfect user journey? User journeys make communication more efficient, strengthen relationships with customers and keep them coming back for more. For banks, crafting the right customer journey can increase brand recognition which translates into increased sales.
Why does it matter for banks?
Customer Journey Mapping can help banks demystify customer experience. It can offer a unique value of customer service for banks to stand out from the crowd.
At some point in their relationship with a bank, customers will ask, “How did I end up here?” Journey Mapping allows banks to understand that journey by exploring the full scope of a customer’s interaction with the brand across all channels, not just those that directly led to the current stage.
The team at Upshot.ai helped has helped many BFSI companies create an interactive map for their customers about the customer journey for financial institutions. Learn more
Customer Journey Mapping will give you a way to clearly focus on what matters to your customers by aligning business teams with their customer’s needs. This is done by understanding the journey(s) your customers go through in your organization and how different business units (like Marketing, Sales, Product, etc.) can contribute to or detract from this experience.
How can we improve the customer experience with journey mapping?
The customer experience can be improved by using journey mapping to identify areas of improvement and the proper steps to take to get there.
Upshot.ai journey mapping is a tool that allows you to visualize your customers’ journeys through your product or service. It helps you understand what they need and how you can meet those needs.
Here are some of the ways you can use journey mapping to improve your customer experience:
- Identify areas where customers are struggling.
When you consider how your customers move through different parts of your product or service, it helps identify where they might be struggling and what you can do about it. For example, customers finding it challenging to sign up for an account or log in once they’ve signed up could indicate a problem with the signup process. If customers find it difficult to find products within a specific category, that could suggest that there isn’t enough information available about those products. And if customers have trouble finding information on how something works after they have purchased it or downloaded it, that could indicate a problem with onboarding materials. You can use this information to make changes that will improve the customer experience by addressing these issues head-on.
- Identify gaps in your offerings.
You can also use journey mapping to identify gaps in your current offerings that may need to be addressed. For example, maybe there’s a simple way to describe what each product does and why people would want it. The customer has to not go through the entire onboarding process as we have seen the majority of customers would like to skip this section. It could be on an informational page that gives potential buyers all of the information they need without going through an entire sales pitch before purchasing something.
- Increase customer loyalty
We at Upshot.ai have seen that companies that are great at customer service are better able to convert customers into loyal advocates. And as the competition for customer loyalty intensifies, you can no longer afford to be an average customer service provider.
But how do you know what your customers want? You need to understand their expectations, pain points, and how your product or service can help them.
That’s where journey mapping comes in. It allows you to identify opportunities for improvement and develop strategies for improving the customer experience across all touchpoints.
You might be thinking that this sounds like a lot of work… but we have good news! With Upshot’s AI-powered solutions, you can automate most of this process and get started right away by setting up a few simple questions in just a few minutes! You can check out more about Journey builder with Upshot.ai
Better customer journey mapping is key to making digital customer service more effective and less costly, both for banks and their customers. Banks can improve their user acquisition, customer retention, and the ability to upsell additional financial products through customer journey mapping software like Upshot.ai. Banks should have a solid understanding of the customer experience they deliver across all channels. Upshot.ai provides that clarity while empowering them with the tools they need to optimize the experience moving forward.