Imagine that you know every step of your customer on the path to purchase. You understand their fears, desires and motivation. With Customer Journey Map (CJM) – a customer journey map – this is not just a fantasy, but a reality! In email marketing , where personalization and CJM is a powerful tool tha pinpointing the customer’s needs are the key to success, CJM becomes an indispensable tool. A specialist from the email marketing service DashaMail will tell you more about CJM .
What is a Customer Journey Map? CJM is a powerful tool tha
CJM is a visual representation of all customer touchpoints with your brand, with a focus on email communication.
A customer journey map is most often a table where the stages of a customer’s interaction with a brand are located horizontally, and the customer’s actions, thoughts, emotions, and points of contact are located vertically.
CJM can also be visualized as a diagram, graph or infographic showing the customer’s path from first contact to goal achievement.
It’s like a treasure map to loyalty and high conversions. It shows how the customer interacts with your newsletters, landing pages , content, and other elements of your email strategy.
CJM is a powerful tool that will help you with the following tasks:
- Audience segmentation : Dividing subscribers into groups by stages of the sales funnel allows you to send relevant emails that meet the specific needs of each group. For newcomers – a welcome series, for regular customers – personalized offers and feedback collection .
- Personalization of email newsletters : Knowing the customer’s stage allows you to create content that solves their current problems. For a customer studying the product – information letters and reviews, for one ready to buy – special conditions.
- Email Marketing Automation : CJM structures the creation of automated email sequences: welcome series ,abandoned cart reminders , transactional and thank-you emails.
- Increase Conversion : By delivering the right marshall islands business email list message at the right time, you increase the likelihood of conversion.
- Building Customer Loyalty : Relevant content and personalized offers turn customers into loyal brand advocates.
- Spend Optimization : CJM helps you focus on effective touchpoints and reduce spend on ineffective campaigns.
- Improved team communication : CJM gives all departments a common view of the customer journey, promoting alignment.
- Performance Analysis : CJM allows you to track metrics at every stage, identify weak points and optimize mailings.
Here is only a part of useful information (!) Get the most out of the full version of the article !
How to Build a Customer Journey Map for Email Marketing? CJM is a powerful tool tha
1. Study your audience inside and out: Create with this approach you will detailed portraits of your ideal customers. What are their interests? Where do they spend time online? What problems are they trying to solve with your product? Use data from CRM systems, Yandex.Metrica, surveys and questionnaires (e.g., “What topics are you most interested in?”, “How often would you like to receive emails?”).
2. Identify key touchpoints: Where does the customer interact with your emails?
In email marketing, this could be:
- Subscribe to the newsletter via a form on the website or landing page.
- Welcome series of letters .
- Promotional mailings with new offers.
- Transactional emails (order confirmation, delivery information).
- Reactivation emails for inactive subscribers and customers.
3. Analyze your engagement channels: CJM is a powerful tool tha Which email channels are most effective for your audience? Test different formats and content types using A/B emails .
4. Collect feedback: Use surveys in your newsletters, feedback forms on your website, and social media monitoring to find out what customers think about your newsletters. Ask: “What did you like about the last email?”, “What could be improved?”
5. Check the usability of your email newsletters: Are your emails easy to read on different devices? Is the “Unsubscribe” button easy to find? Is the call to action clearly highlighted?
In DashaMail, you can check how your mailings b2c fax display on different devices using the preview and the “Providess” function .
6. Brainstorm: Gather your team and discuss how email communication can be improved at each stage of CJM.
