Customer Journey Mapping provides a detailed, visual representation of every interaction a customer has with a brand—from initial awareness to post-purchase advocacy.
For multilocation businesses, ensuring a consistent and excellent customer experience across all locations requires comprehensive control over the customer journey. Mapping this journey enables these businesses to monitor and align each touchpoint—whether online or in-store—so that customers experience a seamless, high-quality interaction every time.
Pluspoint offers features designed to support each stage of this journey—Attract, Convert, and Retain—helping multilocation businesses build and nurture relationships across their entire lifecycle. Here’s how Customer Journey Mapping, paired with Pluspoint’s tools, creates seamless, loyalty-building experiences.
Step 1: Understanding the Customer Journey and the Need for Mapping
A Customer Journey Map details the phases a customer moves through as they interact with a brand, typically broken into three main stages:
- Attract: The moment a potential customer first becomes aware of a brand.
- Convert: The period when they consider and ultimately decide to engage with or purchase from the business.
- Retain: The ongoing process of nurturing customer satisfaction and loyalty to encourage repeat business.
A successful journey map goes beyond surface-level interactions by also examining customer motivations, emotional states, and key touchpoints across digital and physical channels. According to McKinsey & Co, shows that companies that actively map and optimize customer journeys see 54% higher return on marketing investments and 21% lower costs of customer service than those that do not map journeys effectively.
Step 2: Leveraging Pluspoint’s Attract-Convert-Retain Model for a Streamlined Customer Journey
Pluspoint enables businesses to effectively support each stage of the customer journey with its attract-convert-retain model, maximizing visibility, engagement, and loyalty.
1. Attract
The Attract stage is the entry point of the customer journey and a crucial phase for capturing the attention of potential customers.
- Local SEO optimization: Improving online visibility through SEO is one of the most cost-effective ways to attract new customers. According to Google, 76% of people who conduct a local search on their smartphones visit a business within 24 hours. Pluspoint enables businesses to optimize their presence across search engines and local directories, increasing the likelihood of being found when potential customers are searching for products or services.
- Microsites: Pluspoint’s microsites create a “digital storefront” that showcases customer reviews and service offerings. These branded profiles give potential customers a well-rounded view of the business, making it easier for them to take the next step.
Through customer journey mapping, businesses can analyze where potential customers first encounter their brand and ensure these touchpoints are optimized for engagement.
2. Convert
After capturing a customer’s interest, the goal is to Convert them—guiding potential customers toward action. According to Retail Dive, 81% of customers conduct online research before committing to a purchase.
- Surveys: Pluspoint offers feedback collection tools that help businesses gather insights about customer expectations and preferences in order to improve their experience. These tools allow companies to collect and analyze feedback in real-time.
- Inbox: This feature makes staying on top of customer messages easy by gathering all communication in one place. This means you can respond faster and more effectively, turning inquiries into conversions by keeping conversations flowing and customers satisfied.
- Review management: Pluspoint enables businesses to showcase positive reviews, boosting credibility and trust. According to Brightlocal, 88% of people trust online reviews as much as personal recommendations.
By using journey mapping during the Convert phase, businesses can identify and address friction points, such as unclear messaging or lengthy response times, to make the conversion process smooth and compelling.
3. Retain
The Retain phase focuses on maintaining relationships with customers after a purchase has been made. According to Harvard Business Review, just by increasing customer retention rates by just 5% can boost profits by 25% to 95%.
- Campaigns: Automated follow-up tools help multilocation businesses maintain contact with customers, sending reminders, thank-you messages, and feedback requests, showing customers they’re valued beyond the point of sale.
- Analytics and insights: Pluspoint provides NPS, and sentiment analysis, helping multilocation businesses identify what drives loyalty. Companies can use this data to personalize future interactions and create targeted campaigns.
Mapping the Retain phase with these tools allows businesses to pinpoint high-impact touchpoints, which can strengthen long-term relationships with customers.
Step 3: Analyzing and Optimizing the Customer Journey with Data-Driven Insights
After mapping the customer journey with Pluspoint’s tools, businesses should regularly analyze data to refine their approach. Key metrics include conversion rates, customer satisfaction scores, NPS, and retention rates. Here’s a framework for continuous improvement:
- Identify pain points: Use customer feedback and journey analytics to identify friction points across touchpoints. For example, high drop-off rates during the checkout process could indicate the need for a smoother transaction process.
- Optimize key moments of truth: Focus on critical touch points like onboarding and post-purchase follow-ups. By optimizing these moments, businesses can influence perceptions and drive satisfaction.
- Regularly gather customer feedback: Use surveys and review requests at key stages to maintain a feedback loop, which is essential for ongoing improvement. According to a Deloitte study, companies that excel in customer experience are 60% more profitable than those that don’t .
Customer Journey Mapping is not just a one-time exercise—it’s a strategy for creating continuous value and building customer loyalty. With Pluspoint’s attract-convert-retain model, businesses have a powerful set of tools to support every stage of the journey, ensuring each customer interaction is positive and memorable.
