Customer journey mapping is critical to understanding how a consumer interacts with your product. Brands focus on a “cradle to grave” method when tracking interactions with their products including where in the store they will engage with your product, motivations for purchase, and sentiment. Mapping out crucial moments will increase efficiency.
Customer experience mapping is a process of capturing customer interactions which leads to building an understanding of how your brand is perceived. Brands are moving towards further synthesizing customer experience by anticipating their needs and making the purchase decision even simpler. Mobile crowdsourcing is an efficient way to collect data points in near-real time so that adjustments can be made, increasing sales immediately.
When beginning to understand the customer journey, it is important to start with the basics. If a brand that sells baby teething products was placed in a superstore, where would a customer look for the product? Brands can ask customers questions like this to pinpoint where a brand should place their products and marketing materials, rather than spending double the money to cover both spaces.
As consumers explain their process when shopping for products, we can also capture their sentiment towards the product. Do consumers choose your brand over other competitors? Why are consumers attracted to your products? Their sentiment towards and purchase decision can illuminate things that you may not have thought would be influential. Does your product stand out on the shelf or is it blending in amongst other products? Is your product even in the correct section of the store? Mobile crowdsourcing can provide answers to all of these questions.
Wiser’s mobile application can collect information from consumers nationwide. Our surveys can capture consumer touch points with your product and provide pictures. The data is delivered in real-time so you can experience the journey alongside the customer and discover the issues encountered when shopping your products. With Wiser, your brand will have a clear understanding of the entire consumer experience on the map.
Contributing Writer: Gabrielle Winant