I love the phrase you meet your customer where they are. Keeping pace with the speed of your customers in terms of technology change is about that too. Even if you are someone that naturally wants to jump ahead and be a trailblazer.
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Providing options for a personalized onboarding path is important. But you won’t know what’s the best path unless you first listen to what they need. Often you aren’t able to listen until you first ask.
Next time, you encounter a vendor that provides you exactly with what you need when you need it. Don’t’ think it’s magic. It was probably personalization.
A discovery interview seeks a wider view of the customer. Sometimes beyond the boundaries of our business. What are their problems. Their aspirations. It shapes our customer personas.
What if the entry point of your customer’s journey is not where you think it should be? Do you meet your customers where they are instead?
Marketers are creative. So, generating ideas is the easy part. Knowing they are your best ideas requires exploration and evaluation
When you approach customer journey improvements as an ongoing practice, you increase customer experience at every touchpoint.
Happy Groundhog day! Now synonymous with ruts. Yet we need both persistence and innovation in our work practices. The magic is in the balance.