What's your approach to continuously improving the customer journey?
1 Answer
Board Member and Advisor • August 31
The only constant is change and that should go for the customer journey as well. The assumption in this question is right: the customer journey should always be evolving. The market evolves, customer needs evolve...so your mapped customer journey should evolve too. The best approach to continuously improving the customer journey is listening. Listen to your customers and hear from them where they are frustrated or experiencing friction. Listen to your data by watching the key milestones in onboarding, adoption and value delivery to see where usage drops, rises, etc.
1098 Views
Related Ask Me Anything Sessions
RocketReach Senior Director, Customer Success & Sales, Wynne Brown on Customer Experience
Top Customer Success Mentors
Meenal Shukla
Gainsight Senior Director of Customer Success
Natasha Evans
Hook Head of Customer
Trevor Flegenheimer
AlertMedia VP, Customer Success
Rebecca Warren
Eightfold Director, Customer Success
Oliver Nono
Zendesk Interim RVP, Customer Success
Nicole Alrubaiy
Jellyfish Senior Vice President, Customer Success
Jessica Haas
Appcues Chief of Staff & VP of CX
Michael Maday
Gainsight Senior Director, Customer Success
John Brunkard
Salamander Advisory Senior Associate, Customer Success Practice
Matt Kiernan
HubSpot Senior Director, Customer Success
Related Questions
Can you share examples of successful strategies for turning around at-risk customers?What tools or technologies have you found helpful for scaling your customer success efforts?What strategies have you found effective for ensuring smooth customer onboarding?Do you have any tips for reducing time-to-value for customers?How do you showcase and celebrate the successes of your customers?What are some common challenges you've encountered in managing customer relationships?