With Gartner predicting that by 2016, 89% of companies expect to compete mostly on the basis of customer experience, it is no wonder that ‘the time is now’ for this insightful 5-step guide to successful customer journey management.
New technologies are changing the face of customer service; the “one-size-fits-all customer” is a thing of the past. This means that enterprises are no longer able to differentiate on pricing and product, and are instead turning to customer experience in order to gain a competitive advantage. Yet, by adding new channels for customer engagement, companies risk creating a more fragmented customer experience. Even when data is linked and analyzed, many enterprises still struggle to operationalize and automate the insights gained.
The more organizations understand their customers and their journeys, the more tailored customer experiences they can provide.
This 5-step guide will provide organizations with the strategy, use cases, tools, and tips required to utilize customer journey maps, putting the customer at the heart of the organization. By tracking, understanding and analyzing customer journeys correctly, organizations can drive action in real time that will dynamically shape those journeys and improve the CX.
Remember, “it’s not what you say; it’s how you say it.” A real understanding of the customer journey requires analysis of structured and unstructured data at each interaction and touch point. Try to understand the state of mind of the customer, identifying their needs and preferences. Companies that get this right are the ones reaping the benefits of increased revenues, lower operational costs and of course dramatically improved customer experiences.
The time to bring customers into the heart of the organization is NOW. Make them feel understood, appreciated, and heard by optimizing their journeys and experiences.