Refresh Your Playbooks in Customer Journey

In the rapid changing world today, consumers are getting more demanding than ever. To accomplish digital transformation and be truly customer-centric no matter online and face-to-face, you have to understand the customer journey.
If your competitors are rethinking their playbooks how to understand the customers deeper, the last thing you'd like to is to fall behind, isn't it?

How you capture your customer’s voice?

Analysis

Know your customers better

Improving the customer journey requires constant attention in the ever changing market. Listen to the voice of customer can help you capture
 how your customers feel about your business, product 
or service, give you insights into their preferences, 
perspectives, problems, complaints. 


Understanding

Engage with your customers better

You can connect and engage with customers at every 
touchpoint in the customer journey. The more 
you listen to your customer, the more likely they will 
respond positively to your business. Which in the end, 
will represent a huge opportunity for driving loyalty 
and increased sales.

Action

Build better voice of customer

Better voice of customers can create growth enables 
you to build stronger customer relationships, 
reduce churn, and drive new revenue opportunities.
Done right, it’s always an effective way to 
strengthen your customer success, increase 
customer retention and generate more sales.

Are you listening to your customers and what in their minds?

57% of customers will change brands if they think another company will offer better CX.
“I am looking to buy things that could help me reach my goal quicker and reinforce changing habits.”

Personalization

“I will try to buy more products that are environmentally friendly. I will try to reduce my plastic consumption, so I’ll look more for items that are made from recyclable and repurposed packaging.”

Customer also goes green!

“I want to be more open to trying new things…I hope to find new products, [instead of sticking with] products that don’t work as I’d like them to.”

Try something new

75% of customers say simplicity, consistency, speed and convenience are the top factors that make good CX. “I think brand-wise, I will not be as loyal to name brands [in the new year], because the non-name brands’ products are usually just as good, but cheaper.”

Preference

Do you know the building-blocks on your customer journey?

Voice of Customer

Customer trends, buying habits are shifting very rapidly...Your marketing activities must be led 
by the Voice of Customer. It enables 
you gather customer feedback from every 
touchpoint. Then you can dig further into 
their experiences, preferences and expectations.

Interaction

Effective customer interactions are one of the core 
building blocks of a customer's journey, which holds 
the potential to turn existing/new customers into 
brand loyalists. Companies must learn to master the art and science of improving your customer journey.

Relationship

Customers are complex, capricious, and hard to keep track 
of across different touch points. Understanding your customer 
experience is great. But that’s just half the battle. Transforming 
customer sentiment into action to build a deeper relationship with 
your customers.

Sentiment

Customer sentiment analysis can help improve your customer experiences and generate more sales. In today's digital-centric shopping era, sentiment data can help you understand how your customers feel. That help you identify market trends and design effective marketing strategies.

Loyalty

After improving customer journey, you can get a higher lifetime customer value and enhance your brand awareness. Backed up with an understanding of your customer and their sentiments, 
you will build stronger relationships with them, 
improve loyalty, grow account sizes and win more referrals.

Retention

Selling to a new customer costs businesses 5 to 25 times more
than selling to existing ones. That means having an insight into 
your retention rate (and the reasons behind churn) can help you 
increase your profit margins.

We help you look at your Customer Journey Landscape deeper

Journey Matrix Map

Mapping all Touchpoints on the Customer Journey