Updating your customer journey map for the post-COVID world

Biz Buzz - Episode 10

Things have changed significantly for your customers since last week.

You can’t schedule your marketing for the next four weeks and trust it’ll be relevant when it posts, like the good old days (in February).

The message you wrote two weeks ago might be outdated already.

A recent survey revealed customers are tired of brands saying, “we’re in this together.”

Source: Biz Journals

They are ready for relevant and useful information and messages, like “Here’s how you can handle change without losing your mind…” 

Change is the only thing that hasn’t changed since last week or last month. 

You and your team have to review all scheduled messages the week they are due to be published. Check for language and imagery that makes your company look out of touch.

The easiest way to ensure you have the right message is to update your customer journey map and customer profile/persona for the post-COVID world. 

If you don’t have a customer journey map, you are missing a critical tool that can help you and your team empathize with your customers and create or tweak services and products to support them now. 

A customer journey map is a visual representation of your customer’s journey from the moment of inspiration (“I need new golf clubs,” “my pipe is leaking,” etc.) to purchase, and beyond. Your employees and sales reps need to understand your ideal customer’s thoughts, feelings, and actions during the journey. 

In this episode of the Business Buzz show, I share examples of customer journey maps and tips for engaging your customers in the right tone, right now.

Map out a post-COVID Customer Journey

View it on YouTube!