CustomerJourneysorhowtoeasilysavetime,automate,improveanddelight

SavetimeandimproveyourcustomerexperiencethroughutilsiationofCustomerJourneys

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CustomerJourneys

CustomerJourneysarerepresentationsofwhatareourcustomersgoingthroughinrelationtoourproductsandservices.

Howdoweusethem?

WeuseCustomerJourneystohelpusunderstandwhatourcustomers’delightsandpainpointsarewhichhelpsushavearelevantconversationwiththemwhetherit’sonlineoroffline.

What’sthebenefit?

CustomerJourneysidentifypatternsallowingustosupportourcustomersbetterandleverageautomation.Thishelpsusimprovecustomerexperienceandsaveourresourcesatthesametime.

TypesofCustomerJourneys

Herearesomeideasonwhattypeofcustomerjourneysyoumightwanttostartwith:• Automatingyourcurrentprocessesallowingyoutoscale• Engagingyourexistingcustomersevenbetter• Nurturingyourleadsuntiltheyarereadytobuy• Segmentingyourhighandlowvaluecustomersandhavinga

differentconversationwitheachofthese• Upsellingorcross-sellingyourproducts

YourCustomerJourney

CustomerStages/MilestonesDescriptionofthestage(Incl.what’srelevanttoyourcustomerineachofthestages)

Approximatetimeofoccurrence(If youwanttosupportyourcustomersthroughoutthisstage,thisiswhenyouneedtogetintouch)

Describe customeremotioninthisstage(Pain/Delight,What/Why)

Howcanyoueasilysupporttheminthisstage?(Thinkoftoolsorcommunicationangle)

Automation(Decidewhetheryoucanautomatethewholemessageorjusttheprompttothemessage)

YourMessage

CustomerStages/Milestones

Thecore ofyourmessageforeach

stage(Thiswillhelpyoucommunicatetherightmessageattheright

timeandalsocreateconsistencyforyourbrande.g.every

customerwillreceivethesameexperienceregardlessofwho

they’redealingwith)

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