According to a study from Salesforce, 51% of marketing leaders measure success with revenue growth. Only 22% look at customer satisfaction, and a mere 18% look at customer retention rates. In today’s digital world, that’s a little bit backward.
What drives your business? If it’s not your customers, you’re making a big mistake. In a world where a single poor Yelp review or negative mention on social media lives on the web for all eternity, and where a single bad customer experience takes 12 positive ones to make up for it, happy customers need to be your number one priority.
There are plenty of ways to make this happen in your organization. One method is to follow the principles of design thinking — a human-centric way of designing everything from products and services to production and logistics chains. That’s all well and good, but how do you focus on your customers? What is their experience like? How do you turn what you know about them and their experience with your company into actionable information?
This is what a customer journey map is all about.
First 3 Pages
Blazing New Trails
The new customer experience is always on, connected across every digital channel over in-store and online experiences. Every customer’s relationship with your organization forges a unique path to brand loyalty and advocacy. Navigating the ever-evolving landscape of
technology and customer expectation might feel overwhelming, but with some perspective — and seamless, immersive brand experiences from Marketing Cloud — you’ll reach your destination in no time.Customer journeys make it all possible. Integrate your marketing
with sales and service for a truly connected experience. Touch your customer’s lives when it matters, and foster lasting relationships across every stage of the consumer lifecycle.
Read on to see four sample journeys to success — both for the brand and the customer.
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