How can you ensure your customer journey map is accurate and up-to-date?

A customer journey map is a visual representation of how your prospects and customers interact with your automotive sales process, from the first contact to the post-purchase stage. It helps you understand their needs, pain points, emotions, and expectations, as well as identify the gaps and opportunities to improve their experience and satisfaction. However, a customer journey map is not a static document that you can create once and forget. It needs to be updated regularly to reflect the changes in your market, customers, and business. Here are some tips on how to ensure your customer journey map is accurate and up-to-date.

1 Collect feedback

One of the most important sources of information for your customer journey map is the feedback from your customers themselves. You can use various methods to collect feedback, such as surveys, reviews, testimonials, interviews, focus groups, social media, or online forums. You should ask your customers about their goals, challenges, preferences, motivations, and emotions at each stage of the journey, as well as their satisfaction and loyalty levels. You should also ask them for suggestions on how to improve their experience and what they value most about your service.

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Victor G.

Business Development, Sales & Marketing Account Manager
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Follow-up and updates on customers accounts is very important…. Every new year you should do updates. “Inspect what You Expect..”

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Aditi Mamta Srivastava

Certified Hogan Coach ||🏆 Leader in Skill Development 🏆 Certified Master Trainer || Certified POSH Trainer|| Certified Life Coach II Certified in Clinical Psychology
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To ensure customer journey is update yes customer feedback is important but it's also important to keep changing the relevant departments TATs and impacts as per business basis the feedback Ensuring up to date journey is every departments equal responsibility

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2 Analyze data

Another way to validate and update your customer journey map is to analyze the data from your sales and marketing systems, such as CRM, website analytics, email marketing, or social media platforms. You can use the data to measure the performance of your sales process, such as conversion rates, retention rates, churn rates, revenue, or referrals. You can also use the data to track the behavior and actions of your customers, such as how they find you, what they search for, how they engage with your content, how they respond to your offers, or how they interact with your support team.

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Aditi Mamta Srivastava

Certified Hogan Coach ||🏆 Leader in Skill Development 🏆 Certified Master Trainer || Certified POSH Trainer|| Certified Life Coach II Certified in Clinical Psychology
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Data analysis is super critical But for effective data analytics it's important to have central Data management If all the departments prepare their own data in isolation then the analysis will be ineffective and delayed

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3 Involve your team

Your customer journey map should not be created or updated in isolation. You should involve your sales team and other relevant stakeholders in the process, as they have direct contact and insights into your customers. You can organize workshops, brainstorming sessions, or feedback sessions with your team to review and revise your customer journey map. You can also use their input to create personas, scenarios, or stories that represent your typical or ideal customers and their journeys.

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Aditi Mamta Srivastava

Certified Hogan Coach ||🏆 Leader in Skill Development 🏆 Certified Master Trainer || Certified POSH Trainer|| Certified Life Coach II Certified in Clinical Psychology
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A monthly team's brain storming day on challenges received, steps taken and way forward ensures that all departments work together If these monthly meetings are for individual departments or leadership only it will not give 360 view of the business impact and issues

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4 Test and iterate

Finally, you should test and iterate your customer journey map to ensure it is effective and relevant. You can use various tools and techniques to test your customer journey map, such as prototyping, usability testing, A/B testing, or user testing. You should also monitor and evaluate the results and outcomes of your sales process, such as customer satisfaction, retention, loyalty, referrals, or revenue. You should then use the findings and feedback to make adjustments and improvements to your customer journey map and your sales process.

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Aditi Mamta Srivastava

Certified Hogan Coach ||🏆 Leader in Skill Development 🏆 Certified Master Trainer || Certified POSH Trainer|| Certified Life Coach II Certified in Clinical Psychology
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Testing is important what's more critical is to have a clear definition of testing phase and metrix that are going to show results of success or failure of testing Testing can't be only for a month and jumping to the next idea testing without properly analysing the highlights and low-lights

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5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Aditi Mamta Srivastava

Certified Hogan Coach ||🏆 Leader in Skill Development 🏆 Certified Master Trainer || Certified POSH Trainer|| Certified Life Coach II Certified in Clinical Psychology
Report contribution
Regular trainings are activities that play a critical role - All new team members should know end to end customer journey - Regular activities and refreshers between different hierarchy levels and departments - Regular dip stick of understanding among various cohorts It should reach the last of the miles

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How can you ensure your customer journey map is accurate and up-to-date?

1

2

3

4

5

1 Collect feedback

2 Analyze data

3 Involve your team

4 Test and iterate

5 Here’s what else to consider

Automotive Sales

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How can you ensure your customer journey map is accurate and up-to-date?

1

2

3

4

5

1 Collect feedback

2 Analyze data

3 Involve your team

4 Test and iterate

5 Here’s what else to consider

Automotive Sales

Rate this article

Thanks for your feedback

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