The City of Helsinki operates public recreation facilities to serve over half a million residents in the area, and have done so for decades. Helsinki is unique in that its inhabitants have the opportunity to enjoy the beauty of nature on land, at sea and on islands on foot, by bike or in a boat. You can go fishing, enjoy a sauna and spend the night surrounded by nature. There are not many capital cities in the world where you can be strolling down the street in the city center and be so immersed in nature.
Customer experience is a term that has been added to the public lexicon steadily over the past 15 years, and is more quickly becoming a staple for new and established companies looking for ways to gain a competitive advantage in their respective markets. For good reason too. 64% of people think that customer experience is more important than price in their choice of a brand. And companies are taking note.
Imagine this: You’re doing everything you can to grow your business. You’ve redesigned your website, you’re sales team is working hard, and you are indeed getting new customers. But your customer churn is through the roof, and you don’t even know if your customers are satisfied. What’s worse, you’re running out of ideas and your investors are looking for a reason to keep the cash flowing. The issue is that you’re not thinking about the big picture because you’re too focused on individual systems and interactions. You’re not thinking about customer experience. What the concept of customer experience forces us to do is look at a customer’s entire perception of your brand as a fluid and evolving thing – shaped by each and every interaction they have with it. Let’s look at the true cost of bad customer experiences.
If you want to build a customer experience strategy, it needs to be built on strong foundations which are robust enough to evolve and change with your business without needing to be rebuilt from scratch. Your strategic planning, program governance structure, and change management efforts go a long way toward building your success.
Businesses use customer segmentation to group customers and potential customers into categories (segments) based on similar characteristics. Those characteristics can be based on demographics, buying patterns, buying patterns, and even psychological tendencies. Here, we’re going to focus on behavioral segmentation in the customer journey: what it means and how to implement it into your own marketing efforts.
It’s a great time to shop online. Supply chains are becoming more efficient, shipping methods are getting cheaper, and now more than ever people from all corners of the world can have their favourite products shipped straight to their front door. Amazon is taking advantage of this more than any other company in the world at the moment, and there’s no sign of them slowing down.
The eCommerce Customer Journey encompasses all of the different touchpoints where a customer interacts with a company, product or branding online. These touchpoints include marketing, user interfaces, payment, delivery and the quality of the product itself. By understanding your customer’s journey fully it gives online retailers the opportunity to adapt to customer trends and develop a service that is completely tailored to their own customers.
A customer journey map is an essential tool that affords companies the opportunity to understand the state of their organization’s customer experience by outlining points at which their customers interact with their brand. By creating a detailed map of customer interactions and touchpoints with an organization, customer feedback can be compiled at each stage and relevant action can be taken to improve the overall customer experience.
Customer journey mapping is a hot topic in the world of customer experience (CX). It is a powerful tool that enables companies to monitor the many customer touchpoints within their organisation, while continuously improving processes and developing a world-class customer experience.
Even though it seems like a relatively new concept, the reality is that we have been following customer journeys for centuries without really knowing it. Take the local tailor in a small rural town for instance; the tailor would stand out on the street calling customers into the store, he/she would then help customers to choose the perfect outfit, would wish them well as they leave the store and would provide personalized customer service if any issues arose.
The difference nowadays is that not only are we aware of the customer journey, we also have the technology and tools needed to map that journey, continuously monitor each touchpoint with feedback and immediately implement changes based on real data.
This concept of the “customer journey” is probably familiar to most of you who are reading this, but it likely holds no more meaning than any other marketing buzzword that we are bombarded with on a daily basis. What many don’t realize is that the customer journey is a concept which should not be thought of as a singular concept, but rather should be approached the same way as a company philosophy, which is to say that all facets of your operations should be performed with the customer journey in mind. In contrast to “customer experience”, which refers to how your customers feel about their interactions with your company as a whole, the customer journey refers to the actual touchpoints which are a conduit to this overall experience. Continue reading “Managing Your Customer Journey With Feedbackly”