Building a Customer Journey Mapping Tool for Reelo

The goal of a Customer Journey Mapping Tool is to provide businesses with a clear, visual representation of the interactions customers have with their brand across various touchpoints such as campaigns, loyalty programs, and communications. This tool would help businesses identify gaps, opportunities, and pain points in the customer experience, enabling them to optimize their customer engagement strategies.

Key Components of the Customer Journey Mapping Tool:

1. Journey Stages:

• The tool should break down the customer lifecycle into different stages, such as:
  • Awareness: When a customer first encounters the brand through campaigns or ads.
  • Consideration: When a customer engages with initial touchpoints like signing up for a loyalty program or visiting a website.
  • Purchase: When a customer makes their first purchase or redeems a loyalty reward.
  • Post-Purchase: Follow-up communication, repeat purchases, engagement with loyalty programs, and feedback.
  • Retention: When a customer becomes a repeat buyer, engages with promotions, and remains loyal.

2. Visual Representation of Customer Interactions:

• Timeline-Based Visualization: Display customer interactions with a brand in a chronological, timeline format. Each touchpoint (campaigns, rewards, feedback, emails, etc.) will appear as a node on this timeline, representing key engagement moments.
  • Example:
    • Campaign Email sent → Customer clicked → Customer signed up for a loyalty program → Redeemed reward after 2 weeks → No further interaction for 30 days → Retargeting campaign sent.
• Touchpoints: These are the specific actions or interactions that customers have with the business, such as:
  • Opening a campaign email or SMS
  • Clicking a link in a campaign
  • Signing up for or engaging with the loyalty program
  • Redeeming loyalty points
  • Providing feedback or reviews
  • Abandoning a cart (if integrated with an e-commerce platform)
  • Engaging with social media campaigns (if Reelo integrates with social platforms)
• Funnels and Paths: Allow businesses to visually track the conversion funnel, showing how many customers move from one stage to the next. The tool could highlight where most customers drop off (e.g., after opening the first email, but before redeeming a loyalty reward).
• Segment Filtering: Businesses can filter journeys by customer segments (e.g., VIP customers, new users, inactive users) to get a granular view of how different segments interact with the brand.

3. Key Metrics Overlaid on the Journey:

• The tool should provide key engagement metrics at each stage or touchpoint, such as:
  • Open rates for email/SMS campaigns
  • Click-through rates for specific actions
  • Conversion rates for promotions, campaigns, and loyalty program sign-ups
  • Average time spent between touchpoints (e.g., average time from campaign open to purchase)
  • Customer satisfaction scores (based on feedback/reviews)
  • Churn rates (percentage of customers who stop interacting after a certain point)
• Heatmaps can be used to highlight the most active and least active touchpoints in the customer journey, showing where customers tend to drop off or get highly engaged.

4. Customizable Journey Maps:

• Businesses should be able to customize the journey map based on their objectives:
  • Select which touchpoints they want to analyze (e.g., loyalty program vs. email campaigns).
  • Set specific goals for each journey (e.g., increasing loyalty sign-ups or optimizing the post-purchase experience).
  • Customize time ranges to analyze journeys over days, weeks, or months.
• Allow businesses to save custom journey views for future analysis or export them as visual reports to share with teams.

5. Triggers and Automation Suggestions:

• Automation Suggestions: Based on journey data, the tool can automatically suggest triggers to help optimize customer engagement:
  • Retargeting campaigns: If a customer drops off after viewing a product but doesn’t convert, the system can suggest sending a cart abandonment message or retargeting campaign.
  • Loyalty program reminders: If a customer hasn’t redeemed loyalty points within a certain timeframe, the system can suggest sending a reminder notification.
  • Re-engagement campaigns: If a customer is inactive for a specific duration, it can recommend an inactivity re-engagement campaign.
• These triggers can either be automated or manually applied, and businesses can tweak the parameters based on their preferences.

6. Segmentation and Personalization: