![]() ![]() That kind of information can be beneficial to your company’s bottom line. Let’s talk about how to make a customer journey map that’s valuable to your organization – and not a waste of time. ![]() Simply put, by creating a CJM, you are likely to unearth issues you might not hear about directly from the customers themselves. That means your business can be missing out on the valuable feedback you need to correct mistakes that are costing you customers. This finding underlines just how crucial it is for companies to map their customer journeys. Ultimately, around 91% of unhappy customers will simply leave without a complaint. According to a study conducted by customer strategist and researcher Esteban Kolsky, only 1 in 26 unhappy customers regularly complains – and the rest simply stop doing business with the company altogether. Let’s be real: modern customers expect a guaranteed high-quality experience. With the right guidance, you can create a customer journey map that forms a foundational part of your business. We’re here to tell you it’s far from that. But for the uninitiated, customer journey mapping can seem intimidating, time-consuming, or even useless. It enables you to empathize with your customers and set them up for success. Customer journey mapping is a powerful tool for visualizing your customers' experience.
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