Are you looking to improve your organization’s customer journey? Building a strong customer experience is vital to enhancing sales in your business. You want to make sure that you connect the dots between all parts of a customer’s experience in order to offer the best journey.
How do you improve your customer journey? Keep reading to learn 10 key strategies!
1. Make a Customer Journey Map
One of the best ways to improve customer experience is to create a customer journey map. A customer journey map is a visualization of the experience your customers go through from start to finish. These maps are essential for any business if you want to pinpoint problem areas and build on success.
The idea behind them is to think about your business from the customer’s point of view. How will they engage with you — and what can you do to keep that engagement strong?
You can find a customer journey map template and use it as a starting point to map out stages in the journey. You want to think about your customer’s behavior, their points of interaction with your business, and what their needs are.
Knowing and plotting this information will give you the resources to strategize an effective marketing plan!
2. Create a Personal Experience
Take the time to build a personal customer experience. Find ways to address your customers by name, and use engaging language and vivid graphics. These simple touches will help your customers feel wanted.
If your customer is new, offer free consultations or follow-up calls to keep them interested in your brand.
3. Know Who Your Customers Are
Knowing who your customers are will help focus your marketing campaigns and build your business. If customers feel like another faceless number, they might prefer to take their business elsewhere.
When possible, involve more face-to-face interaction. If you have a group of loyal customers or financial stakeholders, invite them to a gala or fundraiser to thank them and build loyalty. In a digital age, it’s important not to forget the benefits of personal interactions.
4. Get Feedback
Feedback can hurt, but it also can help you grow. Offer simple surveys or forms to gather information on customer experiences. Conduct follow-up calls or emails to check-in and learn as much as you can about their impressions.
Getting feedback is a critical part of the customer journey because it can inform what changes you make to other stages of the customer journey.
5. Give Out Free Stuff
Everyone likes free stuff, right? If sales are flagging or you want to draw attention to a new service, turn to a little incentivization.
When you offer a freebie, be sure that you are strategic about it. A well-designed incentive will appeal to customers’ needs and bring them back for more. It’s also smart to have a few free options for customers to choose from since a one-size-fits-all approach could backfire and seem too generic.
Tailor your free product, pamphlet, or service to a particular time of year (ie. tax season) or holiday. You might give a little on the front end, but you gain more in return!
6. Make the Packaging Count
Slick packaging goes a long way. Whether it’s the packaging for your products or the envelope for a “thank you” message, you want the aesthetics of your business to look sharp.
Stay within budget, of course — but use the packaging as an opportunity to show off your brand graphics.
7. Grow From Customer Churn
Customer churn is another way of saying customer attrition — and it’s not a pleasant thing for a business owner to see. A high churn rate means that you have a significant number of customers leaving your service.
What should you do about it? Learn from it. Gather as much data and feedback as possible to know what’s accounting for the drop.
It could be that you are targeting the wrong people through your more marketing, so it may be wise to pivot elsewhere. And be sure to offer deals or other incentives that can drive traffic back to your brand.
8. Use Social Media
Social media holds a key place in cultivating a good customer experience, so make sure your social media game is on!
Not only can you promote your products and services with witty posts and magazine-worthy photographs, but you can connect with potential customers. Assign someone qualified in your organization to handle this responsibility. Social media accounts are your digital face to the world!
9. Measure Everything
If you’re going to see improvement, you need metrics to guide the changes that you make to your customer journey. That’s why it’s critical that you measure everything.
Make sure that your team has an analytics team and a shared understanding of what you need to measure. You’ll want to track customer behaviors, trends, and actions. You can determine if certain products are more successful and react in ways that will fine-tune your strategies.
10. Back Off a Little
It’s easy to be overbearing and want to know and do everything to improve customer experience — but sometimes it’s smarter to take a step back. Be sure to offer strong online platforms where potential customers can learn as much as possible at their fingertips.
Provide an FAQ section and robust descriptions so your customers can access content on their terms. One big benefit of backing off? You’ll give customers more reasons to visit your website and explore other services or products that you offer.
The Bottom Line
Crafting the perfect customer journey is essential for the success of your business. With so many moving parts, you must delegate responsibilities to team members who fit the roles and will communicate with each other. A strong customer journey means you’ll get repeat customers — and grow your business!
If you’re looking for more ways to grow in your personal and professional life, check back for more great articles!