Customer Journey encompasses all customer interactions across all channels, devices and touchpoints throughout every stage of the customer lifecycle.
By understanding what relationship you have within your customers, you can understand how to structure your touchpoints to create the most effective and efficient process to your customers. A customer journey maps out the current process, from the first to final touchpoint, to see if your customers are currently reaching the goals. By adapting those insights fro customer journey, you can surely improve customer experience.
Customer journey makes us to think just like the customer. This act of empathizing with the customer makes it easier to shift out of internal process mode and into thinking about how the company could be doing a better job of delivering value to customers.
Customer journey is a valuable tool to identify areas in which you can differentiate your customer experience. One research found out that 82% of people globally are more likely to recommend a simpler brand. Customer Journey Mapping ensures you are giving the extra time, thought, and effort so that your customers don’t have to.
By having customer journey, it's easy to identify things the company is doing that are time consuming for employees or expensive to do and yet failing to add meaning to the customer relationship. By discovering those things, you can removing these inefficiencies and also save the money and resources.
As customers are given the experiences they want by using customer journey, satisfaction naturally increases. Aberdeen also cites that there is a 24% increase in positive social media comments when brands use these maps. Similarly, as problems within the company are fixed and communications are improved, employee confidence increases as well. Having a better understanding of a company’s goals and practices and receiving extra support helps employees perform their roles with greater efficiency.
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