This includes high-level management and stakeholders in the company. They tend to be critical near the beginning of the journey stages but warm up to you once you prove your worth to them.
They’re focused on whether your product or service is worth the money to them. So make sure you’re providing plenty of value.
Unlike buyers, users are focused on the Canadian CFO Email Lists usability and versatility in your product. They want something that’s easy to learn and integrate into their workflow. They’re typically the ones doing the research to see if your product is a match for their needs, so give them plenty of materials that prove your support and versatility.
Managing Your Customer Experience
Positive customer experiences don’t just manifest out of thin air. You have to curate them. Journey mapping is one part of that. Once you understand how the customer moves through your processes, it’s time to update them.
Update all of your processes to give better customer experiences, whether that’s more frequent calls to check up on the customer, update your website with new research materials showing your company’s value, or even get a better delivery process and support system.
Everything should come back to the customer, and if you’re doing it right, you’ll see it reflected in an updated customer journey map.
You’re Not Done Yet
Mapping your customer’s journey is just one step in the process. Afterward, you need to identify critical touchpoints, identify pain points and relieve them, open up bottlenecks and confer with your department heads on how to improve processes to improve the customer journey.
Moreover, improvements don’t just end. You don’t finish your journey mapping and optimize your processes just once. You should repeat this process every year or two to make sure you’re on top of the ball for customer success and satisfaction.