Wed, November 17, 2021
Part of having a clear plan for how your customers experience your brand is mapping their entire journey from start to finish. This clearly defines each part of the journey with the aim to offer an optimum experience for your target market.
A customer experience map is the perfect opportunity to have your approach clearly laid out and ensure nothing is missing, visually representing complex interactions they will have.
At Ventrica, we partner with our clients to ensure this is achieved, leaning on expert customer insights that provide a competitive edge.
85% of professionals who have used customer journey maps found that they result in increased customer satisfaction, lower churn, fewer complaints, and higher NPS1.
Let’s discuss customer insights – Talk to us today >
Whilst focusing on your products and services, brands can’t afford to lose sight of their customers. You could spend too much time crafting what you can offer to your target market without actually understanding the journey required. If it’s too complicated and not user-centric, customers will move straight to your competitors.
When asking for feedback, ask questions around each aspect that is important in the customer experience journey. This is the only way to gather opinions directly on the features of the journey you want to improve. For example, the mobile experience compared to desktop - neglecting your mobile platform is a well-known customer pain point.
90% of customers report having a poor experience when seeking customer support on mobile devices2.
This can be as simple as slow load times, difficult to navigate pages and an unresponsive search function. These can be easily overlooked, but the consequences of doing so for business is dire. Even if you currently receive little in negative feedback, this may be hiding the real story.
1 in 26 unhappy customers complain, the rest say nothing and take business elsewhere3.
By not actively seeking out the issues within your customer experience journey, brand loyalty and advocates will be lost.
If you can define and map out the journey, your customer will benefit from a seamless process and so will business revenues.
The biggest benefit of a customer experience map is ensuring all teams throughout the business work together, becoming aware of how other parts of the company work and interact with customers. Rather than various different journeys, all touchpoints are part of one end-to-end experience.
76% of executives say improving CX is a high or critical priority6.
It’s important to tailor any customer experience map to your customers as there is no one-size-fits-all solution. However, there are many key things to include.
Define the customer journey, define your future success.
Find out more about Ventrica – Let’s Talk >