As I prepare to publish my second novel, I decided to make an author’s customer journey map to help me develop my marketing plan. A customer journey map is a visual representation of every experience your customer has with your brand. Self-publishing means it’s my job to get my novels in front of potential readers.
The diagram below is an author’s customer journey map I developed for a potential buyer of my book. Note that Adele represents only one of my target markets. You can make customer journey maps for different customer personas depending on what you want to accomplish.
This customer journey map was generated using Lucidchart, a visual workspace for remote teams.
When potential customers research for a book to read, will they find yours? What can you do to help?
- Author Website (Your own, Amazon Author profile, Goodreads Author profile, Bookbub Author profile)
- Amazon and Google searches list your book in their results (If they don’t check your store listings and SEO)
Note that Goodreads recommendations and influencers are still in the red zone. I’m still figuring out how to acquire these on a shoestring budget. Plus, reviews. Not being a social writer with a writing group and a big team of reviewers, this is still a struggle for me.
Decide to Purchase
When customers decide to purchase your book, make sure they can. Seems like common sense, doesn’t it? But common sense is not so common.
I ran into issues when I released my first book. The paperback format was not available in the Philippines where a lot of my friends and family reside. Because of my book’s length, making it available for expanded distribution will mean raising its price. I didn’t want to do that.
But Curse of the Unseen will be available on BookDepository.com for international shipping.
I skipped Experience Product and went straight to Feedback because when you start marketing your book, you should have a finished product. The writing is done. You’re proud of your work.
In this section the green tabs are what you hope your readers do after experiencing your product. Leave a review, the best way they can support your work. Share in social media, my awesome friends have honored me by doing this. Follow the author or sign up for updates on their website. A certain self-published author I admire advised that I need to be patient with this.
And the red tabs are the bad result of them experiencing your product. Thankfully, I’ve not experienced this.
Did the Customer Journey Map Help?
Yes, it did!
When you identify how your customers interact with your brand, it’s easy to pinpoint user experiences that need to be improved. The visual map forces you to study each interaction with your potential reader.