A customer journey map that is actionable and a current representation of the customer’s experience with your company is too valuable a tool to file away on a disk somewhere. How you make use of it is an indicator of the vitality of your company. Use it as a basis to continuously enhance customer experience.
Tracking customer engagement gives you visibility into where your customer is now and helps predict what they might do in the future. So that you can encourage and nurture even more engagement.
A big challenge for small-to-medium business is how to leverage advances in technology in the way that Enterprise companies can, but in a more cost-effective way. I don’t mean that a SMB should consider taking on the big tech footprint that Enterprise undertakes. It’s more a case of understanding what that tech can do, and then trying to find a way that you can do it with the tools you have that fit into your budget.
As we all saw this past year, things can change and change quickly. Customer Satisfaction metrics can be an early warning system of the health of our business. Before you see it in the other metrics like churn, retention, customer lifetime value.
A cookieless future is still in the future? Will you be ready when third-party advertisers can’t target and track as well? Can you change your perspectives of how we handle our customer data and privacy?
A year in review exercise can help align our short term objectives with our long term vision. A worthy goal for business leaders.
It’s key for marketers to understand the idea behind the original intention of Customer Success. How do customers define their own success? How do we measure they achieve it? And how can we help them get there?
Do you delegate your habits of business to technology? Or is your use of technology a bad habit? When you can answer what job your business habits do for you, and then delegate that habit to technology, then you really become technology’s master.