-: Mapping the customer journey is one of those things
that can completely transform a business
when it's done right.
Every interaction a customer has
with your brand is an opportunity to connect, to improve,
and to make them come back.
And today we're gonna use AI, specifically Chassi BT,
to map that journey, find gaps
and make every touch point smoother and more effective.
So let's get into it.
The customer journey is basically the full experience
a customer has with your business
from the first time they hear about you
to becoming a loyal fan.
And it happens in five key stages.
First, there's an awareness stage.
This is when people first discover your brand,
maybe through online ads, a Google search,
a friend's recommendation, or even a magazine article.
It's the first impression moment
where they go from not knowing you exist,
to suddenly being aware that your business is out there.
Next we have consideration.
Now that you're curious, they're looking at your website,
checking out your social media, reading reviews,
maybe even signing up for your newsletter.
This is where businesses need to make it easy for customers
to learn more, compare options,
and feel confident in what's being offered.
Then comes the purchase stage
where they actually decide to buy it.
This could happen on your website
through a mobile App, in a physical store,
or even through a community recommendation.
The key here is making sure the process is seamless.
Any friction, like a confusing checkout
or a lack of payment options could cause them
as a customer to drop off.
After that, we've got the service stage.
This is where businesses either win a customer for life
or lose them forever.
Good service means fast response, clear support channels,
and making sure customers feel valued
after they've made their purchase.
AI chatbots, social media support
and a well organized help center
can all make this stage smoother.
And finally, there's loyalty expansion.
This is where customers don't just buy once,
they keep coming back, maybe they join a loyalty program,
leave a great review, refer a friend,
or stay engaged through newsletters and special offers.
This important stage turns one-time buyers
into long-term customers.
When all these stages work together,
the customer journey feels effortless.
Now let's look at a company that nails this, Apple.
Apple's journey isn't just about selling products,
it's about creating an experience.
They don't just sell iPhones.
They make you want one long before you even need it.
It starts with awareness.
Apple builds hype with sleek ads, high profile keynotes,
and a brand reputation
that makes every product launch feel like an event,
because you don't just stumble upon an iPhone,
you hear about it everywhere.
Then comes consideration.
Maybe you go to their website, watch a product demo
or step into an Apple store.
And when you do, everything is designed
to make you want the product more and more.
You can touch it, test it, compare models
and every detail from the lighting
to the minimalist layout is all meant to reinforce
that premium feel.
At the purchase stage
Apple makes buying effortless, whether it's in store,
online or through their App, the process is smooth.
They even offer financing options
and trade-ins to remove barriers to purchase,
but here's where they really stand out.
The service stage.
If you have a problem,
you don't just get customer support, you get the genius bar.
You can walk into any Apple store
and get hands on help.
Their AppleCare program, instant replacements
and software updates,
all make sure you stay happy with your purchase.
And finally, loyalty expansion.
Apple really has a lot of power here
by keeping customers in their ecosystem.
Once you have an iPhone, suddenly you want an iPad,
an Apple watch, and maybe even a MacBook.
They build seamless integration between devices,
send you updates and keep you coming back,
while making it hard
to use products from other companies
in your day-to-day life.
That's a perfectly designed customer journey.
It's smooth, intentional and it works.
And while most businesses don't have Apple's budget,
they can use AI to map out their own customer journey
and improve every touchpoint.
Now let's take this idea
and apply it to a real world business example.
Leap Year Learning, our online educational platform.
If you wanted to map Leap Year Learning's customer journey,
we need to analyze each step
and that's exactly what ChatGPT can help us with.
Here's our prompt.
I need help creating a customer
journey map for my business.
Please ask me questions about each stage
of the customer journey, awareness, consideration,
purchase, service, and loyalty expansion.
To understand my current touch points
and processes after gathering this information,
provide a detailed customer journey map
showing all touch points, analysis of potential gaps
or pain points, specific recommendations
for improvements at each stage,
suggestions for implementing AI tools
to enhance the journey.
Please start by asking me questions about my business type
and target audience, how customers currently discover us,
our marketing channels, our sales process,
current customer service approach,
existing loyalty programs,
key pain points we're facing,
current digital presence and tools.
After collecting this information,
organize it into a structured journey map,
similar to the standard format with the five key stages,
awareness, consideration, purchase, service
and loyalty expansion.
Here is some basic information about my business.
Let's break this down
because this output is doing a lot
of the heavy lifting for us.
First off, ChatGPT isn't just handling us a generic map,
it's guiding us step by step
as if it was our private consultant.
The questions it asks are specific
and targeted to each stage of the customer journey.
For example, in the awareness stage, it asks
how customers are discovering us through ads, search
or social media.
That's gold, because without knowing how people find us,
we can't improve their first impressions.
It's also really cool
how it focuses on converting interests into action
during the consideration stage, asking about free trials
and success stories and when it gets to the service
and loyalty stages, it's pushing us
to think about self-help tools, customer engagement,
and long-term relationships.
The best part, it promises to analyze gaps
and recommend AI solutions for each stage.
That's the kind of actionable insight
that takes this from helpful to game changing.
Now, let's be real.
This will only work if we give it
detailed thoughtful answers.
It's not magic, it's a tool,
but with the right input, we're looking at a roadmap
that can genuinely transform how we engage with customers.
Let's see what happens when we feed it some real data.
All right, we've just pasted in
our carefully crafted responses.
You could even use a GPT model
or a custom chatbot trained on your business information,
like we explored in earlier lessons
to help you answer these questions.
Let's take a closer look at these two examples
from our responses.
First, we asked, "What industries do your
customers belong to?"
The answer shows a wide range from creative fields
like filmmaking and music production to tech startups,
corporate enterprises, adopting AI
and digital entrepreneurs.
On the other hand, for the loyalty expansion stage,
there's a clear gap.
We don't currently have loyalty programs,
incentives for repeat enrollments
or consistent engagement with past learners,
which is a big opportunity.
Imagine the impact of building stronger relationships
through rewards, personalized follow-ups,
or things like exclusive content for long-term customers.
Let's take a look at ChatGPTs response
and see how it organizes this into a journey map.
The output is incredibly insightful, especially in
how ChatGPT outlines the touch points for every stage
of the customer journey, it's impressive how thorough it is.
For example, in the awareness states,
it lists Udemy's organic search, earned media,
like TV appearances
and corporate referrals from companies
like Samsung and Spotify.
These touch points give us a clear picture
of where customers we're already engaging
with Leap Year Learning and where we are creating value.
At the same time,
the analysis doesn't shy away from highlighting the gaps.
For awareness ChatGPT points out
that there's no dedicated social media strategy
or partnerships with influencers,
which are vital in today's digital marketing landscapes.
It even calls out the lack of tracking
for awareness campaigns.
These are all the kinds of insights
that can often get overlooked, but are essential for scaling
and refining our approach.
The recommendations here are direct and actionable.
Establishing a social media presence on LinkedIn
and Instagram, partnering with influencers
and implementing analytics tools
to measure campaign success, are all concrete steps
that would make an immediate impact.
By focusing on both the current touch points
and pain points, ChatGPT doesn't just give us the snapshot
of the customer journey,
it offers a pathway towards massive improvement.
Let's move forward with these insights
and see how we can transform this into a more graphic
and digestible format using ChatGPT
or similar tools, making it easier
to present and act on these strategies.
Okay, let's jump to the ChatGPT store
and explore how the Whimsical diagrams GPT works
to create visuals based on your instructions.
Whimsical is an interactive tool
that specializes in creating flowcharts,
mind-maps and diagrams.
When paired with GPT, it allows you
to instantly generate visual representations of concepts,
processes and plans.
Using this tool, we prompted it to create a diagram
for this customer journey along with the complete output
from our previous conversation.
The output was almost instant
and it generated a detailed chart of our customer journey
with a direct URL link to view
and edit the chart further in Whimsical.
All right, let's take a moment to appreciate
how awesome this really is.
In seconds, we got a detailed professional flow chart
for Leap Year Learning's customer journey.
We would take hours to do this manually
and it was done instantly, complete with a link to edit
and refine as needed.
Whimsical makes it easy to get started with free accounts,
and if you need more, you can explore their plans
to find what works best for you.
Whether you're brainstorming
or creating polished visuals,
it's definitely worth checking out
for this type of use case.
And that's a wrap on customer journey mapping with AI.
Hopefully you now have a better understanding
of how to track, improve
and optimize the customer experience
with tools like ChatGPT.
Try this out for your own business, experiment
and see what insights these tools can uncover for you.