Introducing Your Business: Understanding the Customer Journey

To get customers interested with your business, your brand needs to get out there and develop a reputation. People need to keep talking about your brand and its products. One of the ways to do this is through word of mouth. According to Entrepreneur, there are four questions to keep in mind when it comes to spreading the word about your business:

  • What does your business do?
  • What problem does your business solve?
  • How is your product or service different from similar ones?
  • Why should customers care about your business?

The answers to these questions will help you summarize your business in 60 seconds and understand how to attract more customers to your business. Should the attraction go smoothly, you need to find ways to keep customers engaged. According to SalesForce, creating a survey is one of the ways to connect with your customers. Connecting with customers on a personal level humanizes your business. It shows that you care about your customers’ expectations and demands. Surveys not only give customers a chance to freely express their thoughts and opinions on your product, but it also gives you a chance to understand their expectations and demands.

The Impact of Customer Journey Mapping

To keep customers loyal and satisfied with your product, understanding their entire journey rather than just one moment is crucial. One obvious thing to keep in mind is that your brand may not always get positive reviews. Understanding the reasons why customers leave is just as important as understanding the reasons why customers stay loyal to your brand. Negativity can be a blessing and a curse. A company can either choose to ignore the negativity or use that as motivation to do better. Customer expectations change all the time. The one thing to keep in mind is that the customer journey with the product is more important rather than the product itself.

This is when Customer Journey Mapping comes in handy. According to Salesforce, Customer Journey Mapping the process of creating a customer journey map, a visual story of your customers’ interactions with your brand. This maps out all the touchpoints along the customer journey – website, social channels, and interactions with the marketing and sales team. Each part of the customer journey should be included on the map for the brand to understand the needs and expectations of the customer. As a business, this strategy is crucial to optimizing the customer journey in retrospect to the customer. To put it simply, this will be a big help for customer personalization.

Tracking Customer Feedback with PxidaCX

PxidaCX allows businesses to design surveys to address all opportunities for feedback along the customer journey. Such surveys could be about customer service experience, online shopping experience and product and service experience. Creating such surveys will help you understand what you need to do to improve as a business in terms of understanding the experience and satisfaction of your customers.