Customer journeys are often complex and difficult to manage. But there are ways to streamline the process and make it easier for customers to complete transactions.
Understand what makes a great customer journey.
A customer journey is a series of steps a customer takes when interacting with a business. It starts with an initial interaction (e.g., a phone call) and ends with a final transaction (e.g., buying a product).
Create an experience that people love.
An easy customer journey is one where customers feel good about themselves throughout the process. They enjoy the interactions with the brand and find the experience rewarding. This type of experience is called “effortless” because it feels natural and enjoyable.
Build trust with every interaction.
A customer journey should be an enjoyable experience. It shouldn’t feel forced or stressful. If customers feel pressured to buy something, they will likely leave the site feeling dissatisfied. Instead, build trust by providing helpful information and making sure that customers understand what they are buying.
Deliver value at every touchpoint.
Customers expect brands to provide value when they interact with them. They also expect brands to deliver value through every touchpoint along the customer journey. This means that brands need to make sure that they are delivering value at each stage of the customer journey.
To measure whether customers are getting value from your brand, you must first understand what value is. Value is not just about price; it’s about the benefits that a customer receives by interacting with your brand. You should measure the value that your brand provides at every point along the customer journey.
Find out more.
Speak to one of our Research Consultants to find out how we can support your business with creating a customer-first culture that delivers an effortless customer experience.
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