Modern businesses deliver exceptional CX across multiple touch points ~
The events over the past two years have seen a shift in how brands and consumers interact and engage with each other, with rapid growth in e-commerce necessitating the need for underlying digital transformation within organisations.Changing user behaviours means that this trend is here to stay, and businesses are increasingly looking toward using data to enable better experiences in an effort to attract and retain customers for the long term.
In today’s world, we are in a society where the customer has the power to decide what they want to do, when they want to do it, and how they want to do it. They want to be able to use multiple touchpoints and devices to interact with the brands. This can be as varied as digital options, such as a website, mobile app or social media presence, or even by visiting a physical brick-and-mortar store.
It further becomes crucial that businesses identify the customer and continue with the ongoing conversation in order to provide a seamless experience, and as such, they are dedicating more people toward learning and mapping the journey that a customer will take as they interact with various touch points across the organisation.
From the outset, customer journey mapping will help businesses engage with their customers through four key ways: using tools to gain deep insights that allow organisations to better understand customers; ensuring market share growth opportunities by developing targeted campaigns and lead generation activities; providing a map to guide customers and deliver the promise of delightful customer experience, and to retain customers by improving each step they take on their journey with the business.
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