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/
Real-time customer feedback is a type of qualitative data collection, in which you receive live feedback from visitors on your website or mobile app. With real-time customer feedback, you can immediately see the needs and wishes of your visitors as well as monitor for potential problems such as bugs or missing information in the customer journey.
https://mopinion.com/what-is-real-time-customer-feedback/
Data. Insights. Conversions. These three words are thrown around quite a bit in the digital world, regardless of the industry. And the reason for their popularity is fairly obvious. The insights we derive from proper data analysis steer us towards ways of achieving increased conversions. A slightly less obvious observation, however, is the kind of data we use to reach these conversions…
When it comes to online user feedback, there’s a lot to be said about quantitative data (e.g. metrics such as Net Promoter Score, Customer Effort Score, & Customer Satisfaction) but still little is known about the qualitative side (e.g. open answers), or the ‘unstructured data’. While metrics such as NPS can easily be measured and displayed in charts or an Excel sheet, qualitative data isn’t quite as straightforward if you don’t have the means to analyse it. Enter Text Analytics.
https://mopinion.com/what-is-text-analytics-benefits/
We hear companies throwing around common phrases like, ‘Customer centricity is at the heart of our organisation’ and ‘We’re very much in tune with the needs of our customers’. Not surprisingly, seeing as how according to a study carried out by Bain and company, 80% of organisations they surveyed believed that they were providing a superior customer experience to their customers. Meanwhile, just 8% of their customers shared this opinion. Only eight percent! This is a huge disconnect and gap in perception, one that is commonly referred to as the customer experience gap.
https://mopinion.com/what-is-the-customer-experience-gap/
Intelligent Sourcing magazine recently hosted a dinner in collaboration with Teleperformance in London where Mike Havard, CEO of Ember Group, and Julian Herbert from Everest Group discussed the future of the customer journey. The team from Teleperformance was also there to give feedback on the role of the customer experience (CX) supplier in managing modern customer journeys.
The phrase “customer journey” has been discussed and argued over so much now that it’s in danger of becoming meaningless – which is a shame because at its best, analysis and understanding of it can improve client relations and ultimately make the bottom line healthier.
Ultimately each business is unique and in many cases today the customer journey will be unique because we have moved so far in just one decade that it is now impossible to draw a simple step-by-step description of how a customer first hears about your brands and then moves all the way to making a purchase and (hopefully) becoming a fan.
http://customerthink.com/what-is-the-future-of-the-customer-journey/
The Voice of the Customer (VOC) is a research technique that maps out the detailed wishes and needs of your customers. In short, you listen to what your customers have to say about a product or service.
https://mopinion.com/online-voice-of-the-customer/
Website feedback analytics provides insight into what your visitors experience on your website. It is a critical supplement to other tools used to analyse (click) behaviour, such as Google Analytics. With user feedback, you get insights into how your customers experience your website. In other words, website feedback analytics explains the story behind the click behaviour of your visitors.
https://mopinion.com/what-is-website-feedback-analytics/
"Large corporations have dominated the market for a long time, but things are rapidly changing. Disruptive startups, of which there are many, are posing a threat to the seemingly unshakable market positions of these large established firms.
By scaling agility across all business units and product groups, digital giants should design and build features much more quickly, get early customer feedback and enhance them in rapid iterations."
http://techcircle.vccircle.com/2018/04/30/what-large-enterprises-can-learn-from-tech-startups/
In a research study carried out by Oracle, almost 55% of Millennials expressed that if the mobile app experience are poor, they would be less likely to use the products or services of that company. Additionally, due to a poor app experience, 39% would also be less likely to recommend a product or service. Lastly, 27% even said that a poor experience would adversely affect the image of a business.
https://mopinion.com/what-makes-good-mobile-app-user-experience/
The world of customer satisfaction (CSAT) measurement has evolved over the past 10 years, largely spurred on by technology. It’s evolved from:
- point-in-time to real-time,
- anonymous to linked,
- brick-and-mortar to multi-channel, and
- available to key players to actionable across the whole organization.
Each of these technological evolutions has benefited the two main stakeholders. First, the company that needs the data to learn and improve and, second, the customers who need to know that a company genuinely cares about them. Let’s consider the needs of both the company and the customer on the way to building a great CSAT program.
http://customerthink.com/what-makes-a-great-customer-satisfaction-program/
Website Feedback News is a global community of people working or interested in Website Feedback, UX and technology.
