The ideal way to map your Customer Journey
How do you gain more insight into the Trackee that suits you best? What can you do to attract the right customers? And what steps do you need to take to get more out of your customers at different levels?
The Trackee Journey gives you better insight and more guidance to reach your customers and convert them to Trackees.
Once you have a clear idea of what your foundation is, what is important to you, what your qualities are and what gives you energy, you probably have a better idea of which client will suit you as a coach. Know, you don't have to have this 100% clear yet. As long as you act and communicate from your foundation, you will automatically discover the right customer for you. You attract that.
“By failing to prepare, you are preparing to fail.”
When we came up with the idea for Trackler, it was exactly that: an idea. Many steps have obviously been taken to get from an idea to the current product. One of these steps was developing the customer journey via Trello.
To find out who your target group is, which niche you want to focus on and how your ideal Trackee thinks, you can gain insight into the customer journey!
How does the Customer Journey Template work?
Step 1: Go to Trello
We chose Trello because it is one of the clearest ways to display a comprehensive plan with individual steps and associated labels. Already have a Trello account? Then log in here. If not: create a free Trello account.
Step 2: Setting up your Customer Journey
Now we can get to work. The next step is to work out the phases your Trackee goes through.
In Trello we have created several 'lists' that represent these steps. You can of course set this up exactly the way it would work for you. We have chosen the following lists:
- I'm annoyed by problem X
- Search for coaches
- Contact coach
- Intake
- Plan date
- Session 1
- Homework
- Sessions 2 to…
- Last session
- Follow up
“Give me six hours to chop down a tree and I will spend the first four sharpening the ax.”
Step 3: Key Brainstorm
You can fill this in step by step with 'cards'. Think of it as a brainstorm. Write down everything that came to mind. Even though it seems ambiguous, there is a reason why you write it down again, but in a different way. Examples of the cards for the first list “I'm fed up with problem X”:
- Frustrated
- Looking for a solution
- Can I be helped?
- How will I solve my problem?
So write down all the things that come to mind when you are in the shoes of your target group: “I am disappointed with problem X.”
Continue like this for all cards.
Step 4: Create labels
Create labels:
- Feeling
- This evokes a feeling: frustrated, happy, hopeful, uncertain,…
- Trigger
- This encourages you to take action: I want change, a coach can help me, the marketing of this coach appeals to me, I hear that coaching helps, I had a positive intake,...
- Pain point
- The negative thoughts that arise: can I afford this? Can I be helped? Paid intake? Where should I start looking for a coach? I won't succeed again.
- Opportunity
- This is the opportunity for you as a coach to take advantage of: make your prices transparent, explain why you can offer a solution to problem
Give your labels a color so that they stand out visually, see the example below.
Step 5: Create an overview
The last step is a very important one. First of all, it offers you an overview by labeling everything. Secondly, you go through all the cards that emerged from your brainstorm for a second time. This activates your brain again, allowing more connections to be made. The result is a deepening of your brainstorming. You will notice that this releases more ideas, giving you a more complete picture of all the possibilities and pitfalls.
So now that you have given the labels a color and a name, add the appropriate labels per card.
The advantage of the labels is that you can write down everything that comes to mind, even if you think it does not necessarily fit in the list. So it offers you more freedom in brainstorming. And the labels ensure that you can categorize all items.
By making it fully transparent and writing down all your thoughts in this Trello board, you have probably already thought considerably more deeply about your ideal target group and the niche you want to focus on than the average (starting) coach.
The more knowledge you have about yourself, where you want to go and how you are going to go about it, the greater your chance of a successful (in every possible way) coaching business.
Come on!
Do you have any questions/comments or suggestions? Write them down below or share them with us personally!
“I believe luck is preparation meeting opportunity. If you hadn't been prepared when the opportunity came along, you wouldn't have been lucky.”
