What is a customer journey map?

A customer journey map is a visual representation of your customers’ interaction with your brand/product/service. It will help you to visualise and clarify the current and future states of your customers’ experience during all the stages of their interactions with you. This process is critical for businesses in order to better understand customer expectations and optimise their marketing efforts accordingly.

This service can help…

After you have conducted persona research and identified your buyer persona.

Prior to creating a strategy for your digital marketing activities.

When you want to identify how your target customer behaves in each stage of their purchase process.

When you want a better understanding of your target customer.

What our clients say

Flexible and innovative approaches to meet demanding goals

Webcertain has been a valued partner of Portakabin for over 20 years, providing the expertise required to help us grow our business in multiple European markets. With a wide-portfolio of websites and products, as well numerous internal stakeholders, we require flexible and innovative approaches to enable us to meet the demanding goals of each business unit. Webcertain understands our needs and our brand, and this enables the team to deliver cost-effective, adaptable solutions across SEO, PPC and website development which have played a vital role in our international growth and success.

Evelyn Hodgson

Head of Brand - Portakabin

Adapted for each market for maximum impact

We work with Webcertain to increase our brand awareness across key European markets and help us drive brand growth. Together, we have created campaigns utilising multiple channels and adapted for each target market to ensure maximum impact and relevancy to our audience. Webcertain has a great support team, who are easy to reach and very helpful in providing information. They understand our needs and provide a flexible approach that enables us to meet our goals

Hazel Goesaert

European Associate Marketing Manager - Business Machines - Fellowes

Technical and strategic expertise

Webcertain's understanding of language nuance and local culture ensures our messaging is relevant and compelling in each market we target, while staying true to our brand and highlighting our USPs. We rely on their technical and strategic expertise to develop both organic and paid search campaigns which will resonate with our audience and drive results across Europe. The team understands our goals and is proactive in making recommendations for improvements and suggesting opportunities. We are very happy with the results and would recommend Webcertain as an ideal partner for any brand with a global reach.

Surpreet Bahl

Digital Marketing Manager - Esko

For international support, look no further than Webcertain

There are many challenges when running international campaigns and Webcertain has provided invaluable support to us when targeting countries as diverse as China, Japan and Russia, where both cultural and linguistic knowledge are paramount for success. This knowledge, combined with skills and expertise across all digital channels, enabled us to build tailored and targeted campaigns to inform and attract students from around the globe. If you're looking for SEO, SEM or translation support in multiple languages and countries, look no further than Webcertain.

Tim Jordan

VP Marketing Berlitz and ELS

What is included in this service?

A customer journey map is created by analysing your current or potential customer base. This is done by directly speaking to a small group of people (up to 5) who fit your personas, either in interviews or in a focus group. In order to get a complete picture of the customer journey map, persona research and a market intelligence report should precede this exercise.

This service includes two options:

  • A complete customer journey mapping where members of our team will carry out both the interviews and the analysis, or;
  • An interview through which our team will collect replies and forward them to you, if you wish to carry out the analysis yourself.

How it works

The process begins with you completing a briefing questionnaire so we can understand your marketing objectives. We will ask you about the current state of your marketing efforts, and what you are looking for from your customers/stakeholders. This briefing will be visible to all the team members involved with delivering the service and is the foundation for all our quality checks.

Our team will then find candidates for interviews/a focus group based on your persona research, and interview them.

If you have chosen the interview/data collection option only, then the data collected from the interviews/focus group will be delivered to you in a Word document.

If you have chosen the full service, one of our Content Strategists will analyse the data collected and create a customer journey mapping for you. The customer journey map will be delivered in a PDF format.

Webcertain Group is passionate about generating business growth for its clients in any part of the world.

A team of native speakers of all the world’s major languages works together to achieve client objectives - no one understands working with different cultures and the nuances of language in the globe’s search engines better than the Webcertain multilingual teams. Webcertain operates in 44 languages.

Benefits of working with Webcertain:

International specialist since 1997

Transparency and online portal management

No minimum contract period

No minimum order value

International know-how shared

Quick response times