This year, the biggest lesson I learned is technology has become easier to develop(I just found out there is automatic machine learning this week) but acquiring customers is the most challenging task. Unless your technology is innovative and valuable, you will have many competitors. How to stand out from the crowd is the key.
Well, any business starts with the requests of customers and ends with happy customers. That being said, providing services and products which can satisfy the customers is the key. So how can we optimize customer satisfaction? We need to know what customers expect and try to meet their expectations. According to this article from Salesforce, “80% of customers now consider the experience a company provides to be as important as its products and services”. Thus, for any business, what customers experience needs to be mapped out and optimized. Building a customer journey map is a good start. As I am not familiar with the traditional customer journey, the post is more on the digital journey side.
- What is a customer journey map?
- How to create a journey map?
- How to optimize the journey map?
