Opportunities to develop mutual value between you and your customer lie in the customer journey.
The quality of these touchpoints or interactions from the first time your customer makes contact can make massive impact on what your customer experiences, your resources to service that customer and the ease of doing business.The heart of the brand experience.
It's more than just creating a system. It requires a depth of understanding about the customer to know what is really needed in each step. The act of mapping out what takes place for different customers can unlock all sorts of information in your business. But it's not just about efficiency, because it's the true brand experience, and is what the customer will remember and talk about. Even getting paid is part of this journey. Deepening the education of what your product can do for your customer can create not just a customer for life, but an advocate who will educate other customers on your behalf. It's also about understanding what is better served by automated, well crafted processes, and what will be best served with personal attention. Your customer journey will be unique to your business, and could vary by customer type. Important business relationships that access multiple relationships are also customer journeys.- We'll identify how to map your journey, or work through the system you have already set.
- We'll identify big wins, and lesser priorities.
- We'll identify how well your brand and messaging is being brought through and improve consistency.
- Set clear metrics to monitor the success of your system.
As understanding your customer is key, many clients deepen their insight with customer immersion as part of customer journey planning. Brilliant insights can be gained from customers who are willing to complain, or explain their experience. Cost efficiencies are often an outcome as well as an improved experience for your team. Their involvement is fundamental to successful customer journey mapping.