Leading brands are learning to transform operating models and processes that support digital-first customer engagement while exploring opportunities to create value in new ways. It’s a fundamental shift from selling to understanding customers.
A journey map is a visualization of the process that a person goes through in order to accomplish a goal. In its most basic form, journey mapping starts by compiling a series of user actions into a timeline.
Startup studio Wilbur Labs surveyed more than 150 startup founders for their insights about startup failure. When asked for recommendations to prevent failure, the most common answer (given by 30% of founders) urged startups to do more research prior to launch. The advice founders indicated they would give to other aspiring entrepreneurs reflected that the research should focus on understanding customers and their needs.
The new market reality is that without a creative DX and CX strategy, brands may not survive, and government agencies may lose opportunities to improve lives in the communities they serve.
Culture is not executives talking about high level strategy. Equally, it is not your Brand Book. The language surrounding business strategy and brand management assumes a certain level of business acumen not required of every position in an organization. Strategy and branding are business management tools.
The typical support “strategy” is to let common issues roll in for your support team to address. But this approach not only overwhelms your team, it also means customers frequently have to wait hours or even days to get the help they need. This is costly not just for your team’s bandwidth and budget – but also for your customers’ satisfaction and overall perception of your brand.
The Five Unmistakable Trends that will Define the Future of Sales. The sales profession is in transition. It’s shifting from an offline, seller-driven, push-based model toward a digital-first, data driven and buyer-focused response. Those sellers who adjust to buyer preferences, behaviors and purchase processes will outperform those that do not.
Thee job of Chief Experience/Customer Officer is used interchangeably within today’s organization and their job should be to conduct all the moving parts of the organization so that they align to the customer’s benefit. They should lead the initiative to connect the customer journey to each department and oversee the initiatives to map out, design, and implement experiences that will provide customers with the most value.
In the ‘2021 CX Industry Report’ by UserTesting, it was found that despite the efforts to improve CX, many companies are still in the early stages of establishing their CX practices. Sixty percent of respondents admitted that their organization doesn’t have a formal CX strategy in place or only reacts to issues as they happen.
The ability to provide a frictionless digital customer experience is emerging as a critical factor in attracting and keeping customers. It is fast becoming the way for financial service providers, fintechs and banks alike, to differentiate themselves from their competitors.