⇨ Tip: Start with a high-level journey map illustrating the end to end customer experience: the customer lifecycle. Therefore zooming out might enable you to see the situation from a different angle and open up new ways of solving problems. Regardless of the perspective, taking a moment to zoom out can help you actually understand the problem you’re trying to solve. You can then view your organization or product from multiple points of view-whether it be that of customers’, employees’ or external stakeholders’. The main benefit of customer journey mapping is that you can zoom out and get an overview, beyond your organization’s perspective. It proves that providing consistently positive customer experience shortens sales cycles and impacts companies’ revenues.īut how come? What exactly is it that leads to these business benefits? According to Forrester’s study, experience-driven businesses grew revenue 1.4 times faster and increased their customer lifetime value 1.6x more than other companies. Or here's another study that shows how journey mapping helped increase revenue – this might be the best (and the one that will convince your boss) customer journey mapping benefit so far-boosting the revenue. There are uncountable research studies out there confirming the positive effects of journey mapping, for example this research that compares companies with a journey mapping program vs those without and finds that the top 3 benefits are: Improvement in customer service costs of +23% Improvement in the average sales cycle of +16% Improvement of employee engagement of +14% Source: Timely delivery of products and service. Better collaboration and increased employee experience.Higher customer satisfaction and loyalty.Businesses benefit from customer journy mapping in different ways:
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