As a marketer, your ability to provide optimized customer journeys across media and channels throughout the customer life cycle has a positive impact on both your customer and your brand.
The expectations of an always-on customer are always accelerating. Consumers are not just comparing their experiences with your brand against those they’ve had with your direct competitors; today, they’re comparing their experiences with your brand against the best experiences they’ve ever had – with any brand. And, consumers are fickle. In fact, 75 percent say they would be willing to stop doing business with your brand after just a single bad customer experience.
http://customerthink.com/how-to-optimize-your-customer-journeys-its-not-just-a-technology-challenge/
It sounds like a contradiction in terms, doesn’t it? How can you optimise a journey with friction when for many it is considered the nemesis of growth and success? It is annihilated at every opportunity in the digital world for fear the customer might abandon a purchase or fail to sign up for a newsletter. This is not necessarily the case in physical locations like stores, restaurants and service centres. Sometimes a little friction can be a good thing.
http://customerthink.com/improve-customer-experience-by-introducing-friction/
How many of us follow the same purchasing habits today as we did even five years ago? Very few. How many businesses rely on the same sales and marketing approach as they did five years ago?
More than you would think.
In the rapidly evolving digital era, the rules have been (and are still being) fundamentally rewritten. It used to be the supplier who created interest in their products and services, pushing out information and offers as part of lead generation campaigns. But now it is the consumer who is firmly in charge of their journey to purchase.
https://www.marketingtechnews.net/news/2018/mar/01/customer-journey-smooth-path/
Do you know what executives who know their customers very well and can put them in their shoes better than others, do? They don’t sit behind computer screens, in planes or in boardrooms the whole time. They go out and visit their customers in frequent and systematic way. And it teaches them lots of things they can use to validate customer experience insights, find content opportunities, improve their marketing, service, products and so much more.
Obviously, the same goes regarding customer-facing employees. When was the last time you talked to one of your customer service reps, for instance? While we’re all very “busy”, the customer not only deserves our time, understanding him/her will also make your life less “busy” as many of the insights and customer intelligence you gather, will help you work in a more informed, “real” and effective way when taking decisions. Also talk to the customer(s) of your customer(s) now and then or observe how they buy, what they want, how they act.
https://www.i-scoop.eu/the-quality-of-your-customer-journey-insights-get-out/
Are you a visual person? Looking for some deeper insights into what your visitors are doing on your website? Want to boost your conversions, but not sure where to start? A heatmapping tool might just be your answer! Heatmapping tools are great for tracking user behaviour patterns on specific pages of your website and are actually quite easy to use.
https://mopinion.com/heatmapping-tools-you-might-want-to-try/
With rising customer expectations, the need to deliver an exceptional customer experience (CX) is at an all-time high. And frankly, the best way to achieve this superior level of CX is to visualise it – which is often done using a process called customer journey mapping. A customer journey map essentially tells the story of the customer’s experience – which starts at the initial point of contact all the way through to a long-term relationship – giving us critical information about key interactions along the way. For this process to be a successful one and because it can be quite complex, many business seek the assistance of customer journey mapping tools.
https://mopinion.com/top-20-customer-journey-mapping-tools-overview/
The average customer visits dozens of websites in a single session, yet marketers typically only have visibility over one of them: their own.
A few years ago, this might have been enough. A typical campaign might consist of three elements: an advert for building awareness among a target audience, a landing page with the brand’s value proposition (acting as a click-through destination from the ad), and a checkout page to register conversions from the landing page.
But the online customer journey in 2017 is incredibly complex, with dozens of different touchpoints and channels influencing the ultimate decision to purchase from a brand. This makes using a brand’s own website to track customer behavior akin to using a last-touch attribution model: it can never provide the complete picture.
So how can marketers gain visibility over everything that customers do when not on their site?
https://www.clickz.com/using-clickstream-data-to-know-your-customers-entire-online-journey/112816/
It takes a lot for a new customer to become a customer these days.
Very few customers discover a company, find a product they need, and decide to purchase all in the same day -- instead, they take many steps, over the course of days, weeks, or even months to make a purchase and start using a product.
The complex process of winning over customers requires strategy and commitment. That's why sales and marketing funnels and buyer's journeys were created -- to divide and conquer each little step that goes into converting a potential customer into a returning one.
https://blog.hubspot.com/customer-success/collect-customer-feedback/
Email, social media and eCommerce. Smartphone, tablet, laptop and addressable TV. Today, the average person will interact with up to seven screens on any given day.
For marketers and businesses trying to reach customers, that means seven opportunities for a message to get lost in translation, seven windows for the customer to see a redundant message and lose interest, and seven screens for the marketer to lose track of their customer.
https://www.equities.com/news/why-is-customer-journey-tracking-so-difficult/
Research on everyone from millennials to senior citizens shows how learning is tied to happiness. So those who prioritize picking up new skills (shout out to those learning CX right now!) or just enjoy learning in general, tend to be happier, more satisfied people.
http://www.customerexperienceupdate.com/?open-article-id=7825450&article-title=why-learning-cx-will-make-you-happy-and-successful&blog-domain=360connext.com&blog-title=360connext/
