Your product or service revolves around your customers and their experience. So when they use your products, how do you know if they’re satisfied with them? Or if they’re dissatisfied?
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.
There are millions of digital products around us, but most of them do not have their own face, and have no story, all of which makes them boring and confusing.
According to a Customer Engagement study we did last year, most companies sped up their digital strategies immediately after the initial pandemic lockdowns in their countries took hold.
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.
If you’re searching for a list of social media metrics that matter, you’re not alone. Some social media marketers believe there are three to four that they should turn into key performance indicators (KPIs).
More content is not always a good thing. I once worked for a company that had over 30,000 pieces of content, most of which was introduced to the target audience in one fell swoop with no strategic plan. Only 2% of that content was ever viewed.
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.
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.
Customer experience has never been more important than it is today. Unfortunately, many organizations are missing key ingredients required to elevate their customer experiences. Here are some questions to ask yourself as you consider ways to improve your customer interactions.