{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Everyone Hates Marketers | No-BS Marketing & Brand Strategy Podcast","title":"Customer Journey Mapping: Get Started in a Few Steps","html":"","width":"100%","height":180,"duration":3425,"description":"Most companies believe they are customer centric, but many don’t know what that means and involves. So, they don’t truly practice it.\nToday I’m talking to Georgiana (Gia) Laudi, who has been developing strategies and launching campaigns for companies of all shapes and sizes for the past 15 years.\nShe will help us build a basic strategy based on customers by mapping out their customer journey. Gia is a SaaS Marketing and Customer Experience Strategist, Startup Mentor, and former Vice President of Marketing for Unbounce. She left Unbounce to start A Better CX (a better customer experience).\nAlso, she runs Forget the Funnel with previous Everyone Hates Marketers guest, Claire Suellentrop.\nForget the Funnel is an online workshop series that helps early-stage SaaS marketers to become respected leaders.\nTopics covered:\nWhat it means to be customer centric\nDifference between customer-driven and data-driven; focus on customers rather than results\nPractical methods that focus on customers\nStep-by-step process to become customer-centric\nStart by recommending brand development; define what, how, and why\nExamples of existing companies’ what, how, and why\nConduct customer research, such as surveys, to achieve and meet them where they are - what value you can provide\nUtilizing a customer survey (what was going on when you started looking for a product) and a Web survey (to uncover level of awareness); and the questions to ask on each\nPut together a customer journey map using results from the two surveys\nSurveys should consist of about five questions; the number of questions should be as short as possible\nFive-Stage Process: awareness, acquisition, retention, referral, and revenue\nMetrics are based on a company, not customers\nImportance of naming the phases of your customer journey\nHow to draw map of customer journey\nInvolve your team so they are invested\nHow different jobs have different journey maps\nDefine meaningful key performance indicators (KPIs)\nGia’s most major mess up...","thumbnail_url":"https://img.transistorcdn.com/tErK_MMK-L6psKsv8Q2vwohzj73RLm3YvZmMK-IJ5Xk/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9zaG93/LzM3NTE0LzE3MDg2/ODAyNDEtYXJ0d29y/ay5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}