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Journey mapping7/6/2023 Whether your customers interact with you via social media, email, livechat or other channels, mapping the customer journey out visually helps ensure no customer slips through cracks. It helps you tell the story of your customers’ experiences with your brand across all touchpoints. One excellent way to understand and optimise the customer experience is a process called customer journey mapping.Ī customer journey map is a visual representation of the customer journey (also called the buyer journey or user journey). The question is then: how can brands meet these expectations and ensure every customer journey is smooth? So, customer expectations are undoubtedly undergoing a major transformation. But customer experience is more important than ever and according to recent research from Salesforce:Ĩ0% of customers now consider their experience with a company to be as important as its products.Ħ9% of consumers want to talk with a company in real-timeĦ0% of customers in the UK expect the customer experience to be connected All these touchpoints create increasingly complex customer journeys, making it more difficult to always ensure a great customer experience. The Fourth Industrial Revolution is redefining customer expectations every day, with the average consumer now using 10 channels to communicate with businesses. But look more closely and it’s easy to see that the customer journey is becoming increasingly complex. On the surface, customer journeys may seem simple - you offer a product and they buy it.
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