Why Understanding The Customer Journey Is Important In Building A Business

07 Jan, 2022 By Bobby Klinck
Why Understanding The Customer Journey Is Important In Building A Business

Maybe you’ve heard people talking about the customer journey, but you’re not sure how it plays out in your business. You’re not alone. It’s something that a lot of people miss.

In this post, we’ll look at what is the customer journey and why is it important in building your business?

Looking for a place where you can learn the fundamentals of building an online business? Be sure to check out my FREE program BADA$$ Online Marketing University (BOMU). 

What Is The Customer Journey?

The customer journey is one of the most important concepts for building a business, especially the kinds of businesses we’re building in the online space.

When you figure out the customer journey, it will simplify the process of creating the right products, nurturing people along the way, and naturally getting people to want to buy from you.

Based on the traditional definition, the customer journey is the sum of all interactions that a customer has had with your brand throughout their entire life cycle, up to the point of buying and even past that.

In general, there are two parts to the customer journey:

  • Understanding the interactions with your brand
  • Understanding the entire journey of problems and solutions and frustrations and obstacles that your potential customer will face

It’s not just mapping interactions with your brand but also mapping out the path that your customer will take over time.

The Customer Journey Allows You to Understand Your Customers

The customer journey allows you to truly understand your people. Without doing this work, you won’t be able to create touchpoints in a way that makes sense.

Ultimately, what you’re trying to do is create a meaningful way to guide people through solving their problems. To do this, you have to understand the path that they’re on and map it out.

In a previous post, I talked about why I’m launching a membership called the BOM Membership. I discussed the seven phases of building an online business, which is an ideal path that I developed based on my understanding of my customer’s journey.

For example, I know that most people don’t go through the journey in this ideal way. I know that a lot of people, because of bad information from other gurus in the space, are jumping straight into phase four and then phase six before they’ve even done the work in phases one, two, and three.

Guess what? It doesn’t work. So I understand that a big part of the path that my potential audience is on is that they made these mistakes and now they’re looking for what should they do instead.

This information helps me understand how to speak to my audience.

What is it that I have to address? What kind of mistaken beliefs do they have?

All of that is stuff I can use because I understand the journey that they are on and what the ideal journey should look like. This will help me design my products and my product mix.

It’s not just about getting people on your list and immediately selling to them. Instead, it’s an organic way of having all of the touchpoints and moving them along the journey naturally.

Understanding the path they’re on is also understanding their level of awareness. Do they understand what the real problem is? Do they know what the solution is?

A lot of people are symptom-aware. They know what their pain point is, but they don’t actually know the cause of it. So part of the journey is to take them from being symptom-aware to problem-aware to solution-aware. Then you can try to convert them.

Create And Map Out Your Customer Journey

You need to do the work of creating the customer journey and mapping it out in your business. Before you can convert people, you need to figure out what path your people are on, the ideal way that you can walk them through this process, the right touchpoints for each stage, the right message, the right timing.

That’s what the customer journey is and how it’ll help your online business.

If you think you’re at a place in your business where you could use a little extra help with implementation, check out the BOM Membership. This is one way we’re crafting a meaningful journey that will help people build their businesses.

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Bobby Klinck

Harvard Lawyer and Online Entrepreneur