Map out end to end customer journey: To understand the big picture and get a thorough understanding of the experiences customer go through.This score will work as a benchmark for further analysis Identify different Buyer Persona:To figure out what score they will give you if they are satisfied.Moreover, it also helps the company to get insight about the different experiences that the customers experience and what impact will it have on your CX metrics. Understanding the customer journey helps in identifying the Moments of Truth. Now that we have learnt what is customer journey, let us focus on why do we need to map it. While travelling through this journey, we start off with strangers who progress onto becoming promoters of your brands. Have thorough follow-upĭelight: Creating wow moments so that present customers become your advocates of your brand. Give them specific solutionĬlose: Nurture the leads. We need to create that awarenessĬonvert: Make the experience of the prospects personalized. There are four stages in the customer/buyer’s journey:Īttract: In the first stage, the customer is not aware of their needs. Instead of focusing on just a part of the experience or a specific touch point, we look at the complete experience of being a customer. In a nutshell, a customer journey is the sum of all the experiences that a customer has throughout their interactions with the company. Let us start our discussion by first understanding, what do we mean by customer journey, how to map CX journey and then we will move on to defining Moments of Truth. These are the interactions that make or break your relationship with a customer. Not only that, it also helps companies to identify the critical Moments of Truths. Accurately tapping into those needs and aligning your service with that ensures customer satisfaction and creates positive CX memories. How do you make your customers do what you want them to do? How do you pave the path for them to follow? Knowing their journey helps in getting an insight into their thought process, personality and most importantly their needs.
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