Customers are what make any business flourish and with a lack of consumer satisfaction, retention of business activities is nearly impossible. Customer satisfaction, in turn, has a major role to play in the growth and success of any organization or business as attracting customers is a one-time activity but retention is a continuous cycle that requires time, effort, and dedication.
The benefits of customer journey maps – static and living – can be transformational for both your organization and your customers. But your maps won’t lead to an increase in customer loyalty or company earnings if your journey mapping process is flawed.
In the battlefied, your victory is defined by deafeating your opponent. In the marketplace, your victory is determined by taking a place in the mind and heart of customer.
What a digital transformation can accomplish? Operational excellence, strong business processes, better customer experience, and so on. While these objectives are conceivable, why companies are reporting high failure rates for digital transformation?
Do you believe that your customers are satisfied with the experience they get when interacting with your brand? Even though many companies would answer this question with a yes and believe that they are successfully managing their customer experience, many such companies could be missing the mark.
We talk a lot about CX (customer experience) and DX (digital transformation) in ecommerce, especially since the pandemic pushed retailers to focus more on digital channels and customers encountered some rocky experiences during the abrupt shift. Both CX and DX are crucial to merchant success, but digital transformation and customer experience aren’t synonymous.