DELIVERING GREAT CUSTOMER EXPERIENCES



CUSTOMER JOURNEY MANAGEMENT
Understanding the Touch-Points That Matter!
“If you have a customer, by definition, you have a customer experience! Design this experience with purpose, and you will build fantastic customer and employee engagement.” © Nick Lygo-Baker
The customer journey has changed. No longer do we have a linear point to point process through which every customer must pass.
We live in a world of individuated consumption where customers have a choice and like to personalise their engagements with organisations.
By creating multiple channels and, therefore, multiple touch-points, means it is much more complicated to know which matter most to customers. Investing in improving every touch-point becomes impossible to achieve and a needless waste of resource.
Journey Management is a means of understanding how employees, processes and customers engage and each touch-point. This enables you to focus on the touch-point which have the most impact on a customers’ propensity to buy, return and their overall customer experience.
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Do you truly understand who your customers are?
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Is engaging with your company easy for your customers, suppliers and employees?
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Do you understand their needs and wants in order to focus on what matters?
Paradigm CX can guide you through mapping your customer experience and building a customer centric strategy that will improve relationships and drive performance improvement.