Often, the process of mapping out the customer journey will reveal multiple pain points. Ideally, once you know what’s frustrating customers on the outside, you can identify who can help you fix it on the inside.
To do this, take a step back and prioritize which solutions should come first, and then work with the relevant teams to find solutions. Delivering the desired customer experience may require cross-functional collaboration and may involve overlapping systems, channels, or processes.
The number one priority for the Tour De Farce pain point is to resolve a complaint about web page filtering. For the filtering mechanism, the stakeholders involved include HR (hiring the webmaster), the team that currently manages the website (interviewing and onboarding the webmaster), and the team that plans the tours (providing key tag information that the webmaster will need to create filters).
Once Tour De Farce has a dedicated website expert, the webmaster will need to work with the digital team, tour planning team, and marketing and design to determine the best way to customize the new page so customers can find their perfect tour.
5. Track key performance indicators.
After brainstorming solutions to your top CX problems, determine which key performance indicators (KPIs) will best help you measure improvement.
Determine what success looks like for each touchpoint, and how some basic information about australia you can measure and optimize the customer experience over time. This may require ongoing cross-functional collaboration, as other teams may have the data needed to track performance.
The frequency of tracking KPIs will vary depending on the project, but schedule a periodic review to track performance at regular intervals.
In our final Tour De Farce example, imagine that the company has decided to implement an email automation program to ensure that customers receive key information via email before their trip. Stakeholders have determined that email open rates and click-through rates are their most important success metrics. The marketing team handling the emails reviews open and click rates weekly.
6. Update your maps.
Your path to purchase will change over time, especially as new channels (like new social media platforms) change the digital landscape, impacting how your customers find and interact with your business.
Static and outdated maps cannot serve your business. As you address issues found in the original map, update the map to reflect your progress and allow your business to shift its focus to other customer service priorities.
However, knowing when and how often to update can be challenging. One option is to set specific time frames for regularly updating your customer journey map. Another option? Using customer journey mapping software.
Consider using customer engagement software
If you're not Mercator , consider using customer journey mapping software to improve visualization and collaboration capabilities.
Some software allows users to drill down and conduct exploratory analysis of common customer journeys or pain points, helping them understand which CX issues to prioritize. Some solutions can also track improvements and signal when to update the map.
Whatever your priorities are when creating your journey map, following the steps above will help you chart your path to success.
Clarify your goals and seek solutions with relevant stakeholders
-
- Posts: 642
- Joined: Tue Jan 07, 2025 4:25 am