When creating a customer journey map we need representation from the various people inside the company with knowledge of individual touchpoints. And finally, have it confirmed by customer input as well.
Use your journey maps to help enhance customer experience
I strongly believe that making use of your customer journey map to continuously enhance customer experience is an indicator of the vitality of your company. A company with a thriving engaged customer base.
What do you consider when deciding what to measure?
Know the intentions behind measurement. Then, deciding what to measure flows from there. Something marketing teams can learn from Agile.
How much of your business is going to shift back to offline?
You may be trying to predict how much business will remain online post-pandemic. In truth, it will likely be a few business cycles before you probably fully know the mix of what returns offline and what remains online.
Do you make this mistake when problem solving?
I make most of my technology decisions based on whether it is providing value to the customer. The “so-that” in agile user stories. Focusing problem solving on customer problems.
Tracking customer engagement reveals unseen opportunities
Have you ever stood in line behind someone who was complaining and ranting at the counter staff. (Even if in a social distanced line it’s noticeable and uncomfortable.) And then when it was your turn, the person at the counter seemed distracted and not attentive to your questions. Have you ever walked away and found […]
