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Customer Journey is the New Product

Even when the customer has successfully added items to cart, it all means zilch until the purchase is complete. The average cart abandonment rate for all sectors worldwide was 75.6% last year. Simply put three out of every four digital customers leave websites without completing the purchase. 

At the customer acquisition phase, you’ve to compete with zero-profit offers, despite the fact that your product is the best in its niche.

Although 80% of businesses claim they offer a great customer experience, only about 8% of customers express satisfaction with their experience. 

So, what went wrong? Why are customers leaving your site without purchasing? And more importantly, what can you do about it?

Mastering the art of understanding user persona, discovering bottlenecks in the delivery process, and designing a user-friendly interface will help you build the product that supersedes customers’ expectations. 

Mapping the Customer Journey 

It involves understanding your customers’ behavior and feelings throughout their interaction with your products/services and visually mapping them to tell a complete story of their overall experience. 

More precisely, the journey begins from the moment they first come to know about your product and the phases they pass through while making a final purchase decision.

“For brands, customer journey mapping is like walking a mile in their customers’ shoes and understanding their circumstances with empathy.”

Apart from managing complex user experience problems, you can tweak customer journeys to understand past, present or a future state surrounding a day in the life of your customer.

According to Gartner, Eighty-two percent of organizations have created a customer journey map, but only 47% are using those maps effectively. The mapping of the customer journey begins by creating a cross-functional team led by the CIO, CMO or even the CEO. 

A journey map is different from process maps. They detail multiple channels and touchpoints before and during the buying process. Interestingly, the more value-added layers you can include, the better is your view of your customer.

Top Customer Journey Map Layers

Source: Uxpressia

Adding convenience to the customer experience value chain can create powerful moments of truth. For instance, while shopping on your portal, a customer might want to know more information about your product, it’s features, reviews, etc. 

A proactive service that goes to the customer first using real-time messaging and custom product recommendations, is how innovative solutions can address such pain points, impacting the overall experience.

Choosing the Right Attributes

Before we look at how to select the most relevant inputs for outlining behavior, it’s important to grasp the fact that customer journey mapping is an iterative process. For instance, the questions answered by customer journey maps a decade ago is totally different from today.

Source: Harvard Business Review | Linear customer journey map in 2010

Source: Medium | The present-day non-linear customer journey map (eg: Ikea)

The goal is to build a comprehensive map that will conclusively identify gaps from multiple touchpoints — areas of customer experience that are disjointed or painful.

To achieve this, it is vital to map out each phase of the pre-buying and actual buying journey and map them alongside data-driven personas. Data is critical for customer journey stages — it is almost impossible to create customer journey maps without it.

The Modern Customer Journey
Source: G3 Com

The modern customer journey map needs to cover the complete omnichannel experience. Customers are now communicating with companies through 10 channels on average. Their expectations are fast-moving and rapidly evolving. They expect communications about the latest products from their favorite brands to happen in real-time.

For instance, Magalu, one of Brazil’s largest retail companies, recognized that its app was growing in popularity. They decided to enable deep linking, so that loyal customers who tapped on a Magalu ad were taken directly to the mobile app they already have installed, resulting in more than 40 percent growth in overall mobile purchases.

Customer journey maps are drawn from the customer’s point of view and are based on people’s mental models (how things should behave, the flow of interactions and possible touchpoints). They combine user personas, user scenarios & user flows to understand and predict how the customer will behave next.

5 Key Attributes of an efficient Customer Journey Map

  1. Most relevant brand goals: The goals should be reflective of the inner aspirations of the organization that outwardly manifest into creating the best experiences consistently for the customer.
  2. Key customer touch-points: Identify touch-points across all channels, and define the action and available paths for each. This layer is critical to understanding how the service structure forces customers into unnecessary interactions and take measures to avoid them.
  3. Empathy Map: This map depicts exactly what the customer thinks, says, does and feels about your product/ service or the complete attitude towards the brand itself. One can also find utility in creating one-user vs multiple-user empathy maps.
  4. Affinity Diagram: This is a great planning tool, and it enables you to organize the data and insights gathered up to this point into bundles.
  5. Sketch the Journey: Now is the time to visualize the structured data into powerful story-driven narratives pointing out gaps in the process. This step will inform what solution or fix will remedy your customer’s pain-point for the long term.

Why You Need Customer Journey Mapping?

You’re doing great if you understand your customers and are able to exceed their expectations. Retaining a loyal customer base might make you think about the essence of understanding the customer journey. 

But, how are you planning to face the competitive landscape? Because customers constantly lookout for change. What if your competitors satisfy your customer’s needs with a better emotional connection? Mapping the customer journey will allow you to transform the experience delivery process creating ‘wow’ moments that strengthen loyalty.

“The term ‘customer experience’ won’t exist in the organization of the future. It will be deeply entrenched in a company’s product, process, and culture that it will be synonymous with the brand and represent the only way to do business.”

Ann Lewnes, EVP and CMO, Adobe

We specialize in helping organizations build attractive and easy-to-understand user journey maps for faster omnichannel integration. Reach out to us on hello@mantralabsglobal.com, to learn more.

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What If the Sun Took a Day Off?

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Ever wondered what life would be like if the Sun took a day off? Picture waking up to an Earth shrouded in darkness, where temperatures drop dramatically within hours, plunging the planet into an icy chill. Plants, deprived of sunlight, would halt photosynthesis, leading to a food production crisis. Our reliance on renewable energy would face a sudden halt, causing widespread blackouts and chaos in cities across the globe.

A day without the Sun would throw our world into chaos! Luckily, that’s never going to happen (at least in our lifetime!). But this thought experiment underscores the Sun’s critical role in our lives and highlights why harnessing solar energy is so vital. While we’re increasingly turning to solar power, we are still missing out on capturing a massive amount of solar energy that falls on Earth every single day.

How Much Solar Energy Are We Missing Out On?

Every day, the Earth receives about 173,000 terawatts of solar energy from the Sun—more than 10,000 times the world’s total daily energy consumption. Despite this abundance, we only capture a tiny fraction of this energy. In 2023, solar energy accounted for just 4.5% of global electricity generation—a huge opportunity waiting to be tapped.

If we could capture just a small percentage of the Sun’s energy, we could power the entire world many times over. The total solar energy that hits the Earth in just one hour could meet the world’s energy needs for a full year. Yet, due to limitations in solar panel deployment, technology efficiency, and energy storage, the vast majority of solar energy goes unused each day.

As we improve solar technology and infrastructure, capturing more of this energy becomes not just a possibility but a necessity for a sustainable future. Let’s dive into how cutting-edge technology is making solar energy more accessible and efficient, helping to turn this untapped potential into real, usable power.

How Tech Makes Solar Adoption Easier

Customer-centric technology is revolutionizing the way we adopt solar energy. Imagine an app that allows you to simply point your smartphone at your house to estimate how many solar panels you need, their ideal placement, and the energy they can generate.

Here are the key benefits of this innovative approach:

  • Precision: By capturing images of your property through satellite, the app calculates the optimal placement of solar panels for maximum energy production. Studies have shown that precise placement can increase efficiency by up to 20%.
  • Customer Engagement: Users receive real-time insights into their energy production, helping them understand their solar power system better, whether they’re using Tesla solar panels, solar power generators, or even solar attic fans to optimize home energy usage
  • Seamless Experience: With user-friendly interfaces, consumers can easily monitor their solar systems remotely and receive updates on their energy output. This accessibility is crucial for encouraging the wider adoption of solar technologies.

The Tech-Driven Shift Toward Sustainability

As solar technology evolves, so do the solar panels themselves. Innovations like Tesla solar roof systems, flexible solar plates, and bifacial panels are redefining what’s possible in renewable energy. Even smaller systems—such as portable solar generators and solar air conditioners—empower homeowners to harness solar power efficiently.

Photovoltaic (PV)  panels, the cornerstone of solar energy, have seen incredible advancements, now boasting efficiencies of up to 22%. This means fewer panels are needed to produce more energy, making solar energy more effective for a wide range of applications, from solar shingles to off-grid systems.

Moreover, the push towards cradle-to-cradle sustainability is reshaping the industry. New solar panels are being designed with recyclability in mind, reducing their environmental footprint. Innovations in recycling technology now recover up to 95% of materials from end-of-life panels, ensuring that even the oldest solar systems contribute to a greener future.

While solar technology continues to advance, solar panels themselves are becoming more efficient and environmentally sustainable. Innovations such as systems, flexible solar plates, and bifacial solar panels are pushing the boundaries of what’s possible in renewable energy. Even smaller systems like portable solar generators and solar air conditioners are empowering homeowners to tap into the power of the Sun efficiently and sustainably.  Photovoltaic (PV) panels, the cornerstone of solar energy – now boast efficiencies of up to 22%​. This means a smaller array of solar panels for home or commercial use can generate more electricity. This makes solar energy systems more appealing and effective for various applications, from solar roof shingles to off-grid solar systems.

Moreover, the move toward cradle-to-cradle sustainability—where solar panels are built from materials that can be easily recycled—has gained traction. This reduces the environmental footprint even further. Innovations in recycling can recover up to 95% of materials from end-of-life panels, According to PV Cycle​, with room for improvement in recycling.

Making Solar Affordable and Accessible

Historically, one of the biggest barriers to solar adoption has been the cost. But things are changing fast. Innovations in financing models, such as Power Purchase Agreements (PPAs) and solar loans, have significantly reduced the financial burden of installing solar systems. According to the Solar Energy Industries Association (SEIA), the average cost of solar installation has dropped by over 70% in the last decade.

Couple that with federal and state incentives like the Investment Tax Credit (ITC), which provides a 30% tax credit on solar installations, and solar energy is more affordable than ever. Net metering programs, which allow homeowners to sell excess energy back to the grid, further enhance savings, making solar not only accessible but also financially rewarding.

Conclusion

The future of solar energy goes far beyond rooftop panels—it’s about making the entire solar experience intuitive, accessible, and sustainable. With smart apps and tech-driven tools, consumers can now manage their solar energy systems with just a few taps on their phones, making the shift to green energy simpler and more engaging.

At Mantra Labs, we’re at the forefront of this solar revolution. We’ve helped some of the world’s largest solar providers develop cutting-edge, customer-friendly solutions. Our mobile apps allow users to estimate solar panel needs, monitor system performance, and even track their environmental impact—all from the convenience of their smartphone.

Together, with innovative tech and a commitment to sustainability, we’re building a future where solar energy isn’t just an option—it’s the smarter, more accessible, and greener solution for everyone.

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