Persona-based customer journey mapping helps you understand core customer segments so you can add value to these groups.
As promised, this weeks’ blog is a continuation of last week’s post titled Aim Before You Fire. In that post, I shared my thoughts on the importance of immersing yourself in an understanding of the core customer groups for whom you wish to design loyalty building experiences. After discussing a myriad of ways you can deepen your customer understanding (e.g., focus groups, surveys, etc.) I wrote:
In our next post, we will talk both about the how and why of persona-based customer journey mapping and a process I refer to as optimal future customer experience road mapping.
Since this is the next post, let’s dive-in…
http://www.customerexperienceupdate.com/customer-journeys/?open-article-id=8814444&article-title=what-is-persona-based-customer-journey-mapping-&blog-domain=josephmichelli.com&blog-title=michelli-experience/
Admit it. We as consumers are a demanding bunch. We have high expectations of the brands around us – whether that’s simply knowing our preferences, tailoring our online journeys, individualizing communications, or providing quick and hassle-free customer support. Put simply, we want to be the apple of every business’ eye. If things don’t go our way, well….it won’t be long before we’re off looking for an alternative that will meet our expectations. This logic is precisely why personalization efforts are so critical to the success of businesses – especially in the digital era.
Being able to provide these personalized experiences, however, has proven to be a real challenge among many digital marketers who are still in the process of adjusting to this growing trend. In fact, almost 60% of marketers claim that they struggle to personalize content (in real-time); an occurrence which is often attributed to the company’s inability to gain customer insights quickly enough and apply them. One way of removing this hurdle and gathering the necessary information for personalizing is by collecting customer feedback.
Let’s take a closer look at how customer feedback data drives the three ‘breeds’ of personalization.
https://www.abtasty.com/blog/how-customer-feedback-drives-personalization-efforts/
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