A customer journey map that is actionable and a current representation of the customer’s experience with your company is too valuable a tool to file away on a disk somewhere. How you make use of it is an indicator of the vitality of your company. Use it as a basis to continuously enhance customer experience.
What do you consider when deciding what to measure?
Know the intentions behind measurement. Then, deciding what to measure flows from there. Something marketing teams can learn from Agile.
How much of your business is going to shift back to offline?
You may be trying to predict how much business will remain online post-pandemic. In truth, it will likely be a few business cycles before you probably fully know the mix of what returns offline and what remains online.
Do you make this mistake when problem solving?
I make most of my technology decisions based on whether it is providing value to the customer. The “so-that” in agile user stories. Focusing problem solving on customer problems.
Tracking customer engagement reveals unseen opportunities
Have you ever stood in line behind someone who was complaining and ranting at the counter staff. (Even if in a social distanced line it’s noticeable and uncomfortable.) And then when it was your turn, the person at the counter seemed distracted and not attentive to your questions. Have you ever walked away and found […]
Customer engagement is an indicator of future engagement
Tracking customer engagement gives you visibility into where your customer is now and helps predict what they might do in the future. So that you can encourage and nurture even more engagement.
