Mapping the right customer journey is essential to get things right when customer experience started to be in the spotlight.
Every customer is unique and has a distinctive journey. We need to ensure every channel available in market is sharing the same voice and convey the same message.
Personalization and being able to tailor experience individually, while still having the integrations across all the channels is vital. Even though mapping out the customer journey seems time consuming and complex, but it worth the investment. It is an extremely valuable practice and exercise that will give you a clearer picture of all the interactions customer have with your brand, both positive and negative.
Along the way, you will get in the customers’ mindset, understanding their needs and wants better than they do! This will help you to see where you can make improvement by offering the right products and make every customer experience a positive one.