Indifferent customers is a term for the bulk of users that answer our surveys with mid-range scores. Maybe it’s that I’m an optimist. I believe indifferent customers are a segment with a lot of opportunity. Opportunity to capitalize on or opportunity to lose.
Creating a customer journey map in the customer’s voice
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.
