Use Buyer Persona to Support Customer Journey Mapping


Previously, we talked about customer journey mapping and its six simple steps to accurately represent customer journey maps to obtain the desired outcomes. Well, one of the implicit yet imperative aspects of customer journey mapping is a buyer persona. If you are familiar with or ever surrounded by marketers, then you should be aware of the term called Buyer Persona. It helps in understanding your target audience efficiently and supports in providing exceptional results. It plays a crucial role in defining customer journey maps. And if you’re still finding it confusing and not understanding the right meaning of buyer persona, then let us look at the definition.

What is Buyer Persona?

A buyer persona depicts an ideal customer through thorough market research and studying your existing customers’ in-depth data. While crafting a buyer persona, make sure you keep in mind the detailed picture of your customer, including demographics, behavior, and other detailed stuff to get exceptional outcomes.

Whether you want to understand where you need to focus on or any product development feedback, the buyer persona gives you detailed structure and insights into your business. Spending your time defining a buyer persona allows your business to attract more customers and visitors to your business.

The perfect buyer persona includes factors such as Goals, Motivation, Behaviours, Profile, and other factors to develop a better persona for your business.

Here are 5 Ways Buyer Persona Helps in Supporting Customer Journey Mapping:

1) Connect Persona With Data

Your sales and marketing team is the perfect one to understand the customer persona efficiently. While calculating a persona, one needs to consider demographics and their preferences and behavior; only considering actual data without action will not be sufficient. So, to get an accurate result, you need to connect the persona with data. Ensure you consider everything while calculating the persona from the background, preferences to demographics, and then connecting this persona with data will help you create enhanced customer journey mapping.

Customer Journey Mapping_Buyer Persona

2) Collect Multiple View

Persona is the essential element for creating a useful customer journey mapping for your business. You are a big organization, and it might be possible that the different departments have different personas.
Let’s say the sales team identifies a different persona. In contrast, the marketing team identifies a different one. A persona is a reflection of the customer, not the department in an organization Please rewrite this part where you talk about different personas from a department perspective. They are different from goals, motivation, behaviors and profiles. Those are the elements that you mentioned earlier that are specific per persona, so that is as well the reason why to collect multiple views. I can understand that every department looks at personas in a different way.

The business’s responsibility is to combine all the persona outcomes and share them with the team for crafting a robust customer journey mapping. With this, one can efficiently build a better customer journey mapping.

3) Understand All The Touchpoints

We all know how vital customer feedback and tracking its activity is essential for the business. Your potential customer communicates with your business at various points, and this is your opportunity to document relevant information to get seamless results. Whether you have pre-sales or post-sales, businesses should focus more on customer buying decisions and other factors to get detailed insights for improvement.

There are several touchpoints, such as social media interactions, reviews, testimonials, word of mouth, and a lot more to get better customer feedback.

4) Amplify The Customer Journey

Every customer is different, and treating everyone the same will give you the opposite results. You can’t make everyone happy with the same treatment. The business needs to provide satisfaction from the sale to onboarding to post-sale to give customers better outcomes. For this, the business needs to understand the customer journey and create multiple journeys for exceptional results. A business needs to understand the route and should focus on the customer experience.

To get this, you need to work on gaps and opportunities to provide an outstanding customer experience to your customers. To get better outcomes, you need to work on the individual visitor information you have gathered.

5) It Should Align With Sales

We all have witnessed marketing and sales automation everywhere. The latest technologies and innovation is changing the way we are communicating with customers earlier. This highly efficient way gives exceptional opportunity to communicate with customers efficiently and how they process to add more value to the customer experience for marketers and sales.

If you do not align it with sales, it is a mere waste of your marketing and sales efforts—this failure of alignment could cause severe loss of marketing and sales to your business.

Wrapping Up

The customer behavior journey keeps on changing, and so does their customer journey mapping. So, make sure you include content review and revision to get better outcomes for your business. Whether you consider touchpoints or interaction, a customer journey involves combining touchpoints and interaction for any business. Building a robust customer journey mapping will help your organization provide enhanced customer satisfaction and improve overall business revenue.

Are you looking for a professional organization to improve your customer experience? If yes, then Milkymap is here to help you build a business that every customer loves. Visit the website today.