Customers choose brands who personalize their marketing & communications. Learn how to create a buyer persona to improve customer experiences
Doing CX Right BlogPersonas & Journey Mapping
Learn about journey mapping, how the process helps leaders understand their customers better and best practices.
If you want to develop products & services that meet customer expectations, you must first create a journey map that follows best practices. In this
Whether you are new to CX or looking to expand your current knowledge, understanding what, when, how to develop personas is an essential activity to serve your customers better. Knowing what personas are not is equally important so that you can create desired outcomes versus hinder them.
A customer journey map is a simple concept: it is a diagram that shows the steps customer(s) go through when interacting with a company
Many companies strive to achieve high customer satisfaction scores but end up falling short of their goals. One reason is
As discussed in “Make It Easy To Get Help,” it’s essential that companies focus on creating great experiences not just at the beginning of their buying journey but post-purchase too. Customers often need support in setting up and using a new product
Considering it is less expensive for companies to keep a current customer than to acquire a new one, it is essential for businesses to deliver exceptional support at the moment people need it. While providing help is not a novel concept, many brands fail to do it effectively causing shoppers unnecessary frustration and dissatisfaction. I recently encountered a situation that demonstrates this point.
Many companies spend a lot of time and budget on acquiring new customers. They focus on driving satisfaction in the early stages of the journey (Learn & Buy) and ignore customer experiences and sentiments once payment is received. This is often the case for companies offering membership-based services. We recently encountered a situation that demonstrates essential CX lessons.
There is a lot to learn about doing CX right from our own everyday experiences as consumers. If we pay close attention, the lessons are right in front of our eyes. The following story serves as a great reminder of just how important the customer journey is and the need to measure satisfaction along the entire path. When a series of bad experiences outweigh the good, customers may not return.