Rally Your Teams
There are several excellent reasons to define your customer journey, but rallying and mobilizing your teams is key. By mapping the customer’s behaviour through a co-creation workshop, you allow your teams to be part of the solution to break down internal silos.
Whether through social media, phone, website, or personal interactions before or after the sale, your customer needs to feel confident that they will receive the same standard of service.
Optimize the Customer Experience
Good knowledge of the customer journey allows you to identify the critical moments where you build your relationships with your customer. It can also help you identify your weak points.
By exploring the customer’s behaviour and your current sales process, you will better understand your relationships with your customers and find opportunities to personalize and optimize their experience. For example, a technology integrator can use a detailed map to automate specific tasks according to your needs.
Mapping the customer buying process for each persona provides a solid communication and optimization tool allowing you to bring teams together and improve your overall customer experience.