Customer loyalty is no longer based on price or product quality only. For today’s customers, experience is everything – organisations need to deliver seamless, secure, effortless, and personalised experiences at all times and across all channels.
According to a recent report by croatia phone number Salesforce, 84% of customers say that the experience an organisation provides is as important as its product or services. Delivering a compelling customer experience has therefore become a top priority for businesses over the last couple of years and continues to be in 2021.
However, to provide an outstanding customer experience that creates a competitive advantage,ach customer’s individual journey with the business, including all relevant touchpoints and potential obstacles. Customer journey mapping is a widely used method to understand these touchpoints and how customers are moving between them.
In this article, we take a closer look at customer journey mapping and show what else is needed to lay the analytical base for successfully optimising the customer journey and, ultimately, experience.