It often isn’t easy to evaluate the value of customer experience as it is to see the ROI of other investments. However, the significance of customer experience in the success of a business can not be denied.
90% of respondents indicated that customer service is important to their choice of and loyalty to a brand.
Customer-centricity is the key to a successful business today. But is your brand harnessing the power of customer-driven strategies right? Are your customers getting the best possible experience?
80% of companies believe that they provide superior experiences, yet only 8% of customers confirm that these companies were delivering superior experiences.
How do we close the gap? If your brand practices active listening, your customers will always lead you to the solution. The answer lies in breaking down the brand interaction at every touchpoint and identifying the friction points. That is where Customer Journey Management comes into the picture.
The entire process of a customer’s interactions with the brand, from the first moment of contact – the awareness stage, until the customer leaves, falls under customer journey.
While it is not possible for companies to entirely control experiences because experiences inevitably involve unexpected behaviors on customers’ parts. With that said, companies cannot afford to strategize aimlessly. Instead, they need to plan for the most unpredictable outcomes and aim for the best once when considering the experiences they want to create.
So here’s the way in: Creating a great customer experience does not require knowledge of magical incantations. Customer experiences are all about managing the concrete, controllable elements — the touchpoints.
Customer journey management follows customers through all the stages of the customer journey. It gives companies the insights they need to interact with high-value customers at the most critical touchpoints. Leveraging the insights to shape exceptional experiences is all about harnessing the power of customer data and analytics. Being an adobe commerce partner, we are bound to provide you with the best cloud experience.
Why do brands need Customer Journey Management?
- Identify customer’s progress and fallout points
- Focus on customer experience in specific channels
- Improve customer engagement and retention
- Identify and resolve friction points
- Get an overview of the entire customer journey
- Optimize conversion rates
Learn more on Customer Journey Management through a recorded webinar by a subject matter expert.
Using Data as a Foundation
Data enables brands to create a sustainable competitive advantage. Meaningful customer experiences come from relevant customer data. And finding the relevance in the vast sea is where the problem lies. There’s a lot of data out there. And when you know what to look for, you can understand who your customers are, where they are in their journey, and the best ways to make a meaningful connection with them.
With the advanced technology at our door, tracking behaviors across the web, email, mobile apps, and more went beyond the eCommerce internet marketing team’s capabilities. The amount of behavioral data exploded, and marketers lost touch with the customer experience and customers’ expectations.
Customer Journey Analytics
Analytics enable brands to take data-driven actions – examining the data offers the chance to learn and optimize your processes to create an impact.
The heart of this dilemma is not data – It’s that your data is scattered. Your brand may be leveraging the proper channels to connect with the customers, but what if you send a welcome email to a customer who just made a purchase? The inefficient and unconnected marketing tools are getting in the way of a seamless customer journey
Adobe experience cloud, here makes the work easier for you. It helps you create a functional, engaging holistic brand experience by providing you a single view of the customer journey across all channels.
Customer Journey Analysis doesn’t restrict itself to just customer data, but it is a combination of behind-the-scenes; it’s people, systems, technology, and processes that enable and power those experiences.
Customer Journey Analytics enables your Brand to
- Resolve customer problems through real-time reports
- Predict and Forecast business results
- Create, manage, and report historical business results
- Proactively implement measures to monitor business KPIs
By investing in delighting customers and creating frictionless, helpful experiences, companies can raise the bar in the minds of their customers, enabling them to pull away from the competition with a lasting market advantage.
Build a Seamless Customer Journey with Adobe
How can your company benefit from the Customer Journey? It is the right combination of art and science/ content and analytics that will lead your brand to build a seamless customer journey.
Get a 360° view of the customer journey, regardless of changing market forces with Adobe Analytics
- Connect the dots
Connect and standardize data from physical as well as virtual touchpoints through Experience Platform. - Interactively explore the whole journey
Put each action in context and enable a cross-channel analysis to visualize the end-to-end customer journey - Drive customer engagement with AI-powered insights
Unify marketing performance measurement to enable both strategic planning and tactical in-market optimization - Make it easy for anyone to leverage customer journey data
Provide access easily to make data-driven decisions led by a 360° view of a customer’s actions - Provide executive access with Adobe’s dashboard app
Avail real-time access to cross-channel insights from mobile devices - Tap into the power of data science
Unlock deeper insights and perform a more robust analysis with access to data science tools - Derive value faster
Discover customer insights from both online and offline engagement in minutes.
Are you ready to harness the power of analytics and set up a Customer Journey for your Brand? Let’s get in touch.
At Krish, being a Best Digital eCommerce Agency, we have extensive experience implementing, maintaining, and supporting enhanced customer experience, commerce, and marketing solutions. We empower businesses with innovative solutions.
Table of Content
- The entire process of a customer’s interactions with the brand, from the first moment of contact – the awareness stage, until the customer leaves, falls under customer journey.
- Why do brands need Customer Journey Management?
- Using Data as a Foundation
- Customer Journey Analytics
- Customer Journey Analytics enables your Brand to
- Build a Seamless Customer Journey with Adobe
- Get a 360° view of the customer journey, regardless of changing market forces with Adobe Analytics
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Shivi Rao is a content marketer with Krish. She has worked in various industries spanning technology, science, rural marketing, startups & unicorns, eCommerce business, and digital marketing, believing that content is the foundation to facilitate the visibility of any organization and ensuring her words do the same. In her free time, you can either find her lifting weights in the gym or feeding the strays.
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