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Summary
In this conversation, Femi Olajiga discusses the importance of mapping the customer journey to enhance website conversion rates. He shares insights from his personal experience as a customer and contrasts it with the perspective of consulting for a kitchen retailer. The discussion emphasises the need for internal brainstorming sessions involving cross-functional teams to gather insights and improve the customer journey. Femi highlights the significance of understanding customer pain points and the role of effective communication in optimizing conversion rates.

Takeaways
Mapping the customer journey is crucial for increasing website conversion.
Understanding both customer and company perspectives is essential.
Customer journeys are often non-linear and complex.
Internal brainstorming sessions should include diverse stakeholders.
Identifying customer pain points can lead to better service.
Conversion rate optimization requires a cross-functional approach.
Effective communication can alleviate customer anxiety and confusion.
Customer journey mapping should involve actual customer feedback.
A facilitator is necessary for productive brainstorming sessions.
Conversion optimization is a shared responsibility across teams.

You can connect with me: Femi Olajiga to ask questions via LinkedIn or email olufemi.olajiga@gmail.com. Additionally, I am also is available for 1-2-1 coaching and consulting services—email me to request an audit of your website conversion & retention rate

Chapters
00:00 Mapping the Customer Journey
09:04 Understanding Customer Perspectives
17:38 Internal Brainstorming for Customer Journey Mapping
21:30 The Role of Cross-Functional Teams in Conversion Optimization