The ideal is to make buying from us easy for the customer. Yet, using friction as a deliberate tactic can help to avoid buyer’s remorse. If we use friction with careful consideration, we can create raving fans.
Anchor your digital transformation strategy on providing value
Your digital transformation strategy works best when you anchor it on providing real value to the customer. Using automation, data and tools in customer operations enhance the experience.
Touchpoint quality increases customer experience
Excellent customer experience grows by improving every touchpoint over time. Even if some touchpoints are bigger than others. Know your strengths. Listen to your customer. Act on insights. Like all great disciplines, improvement comes with consistent practice.
Tie your measurement plan to the customer journey
Creating a measurement plan tied to the customer journey improves customer experience and staff workflow. And better analytics insights!
What does your customer journey map do for you?
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.
Customer Satisfaction data gathering rules of thumb
Customer satisfaction is a key indicator of the health of your business. Both an early warning system and a validation of your efforts. It can be a key guidepost all along the customer journey and demonstrate the impact that your marketing efforts are having on your business objectives.
