Once a primary differentiator, reliable customer service has now become a mandatory commodity. With rising consumer expectations and automated technologies, experience has replaced this long-heralded advantage.
Brands positioned with a customer-first, always-on experience optimization approach and those who build for personalization are poised to be market leaders. Becoming an experience-focus brand has been painted as more difficult than it is. The answers and truth are right in front of us. Your consumers have those answers, you just need to ask – and pay attention.
In working with more than 30 brands on their experience strategies, I’ve found four critical steps to helping brands successfully migrate to become customer experience leaders in their market. The simple formula is to identify, measure, build and test.
Identify audiences and journeys
Identify your audience
Let’s start with an exercise. Suppose money is no object, and you get to pick out a new vehicle. Take a moment to picture what you’d like to buy. Now that you have that vehicle in mind, let’s assume that this is the vehicle everyone else wants. It seems ridiculous that the vehicle you want is assumed to be the vehicle everyone else would want. But, how often do you create experiences using that same assumption? As you design
Here are a few questions to help you get started in assessing your audience(s).
- Who is my current audience?
- What data sources do I have available to me (research, analytics, databases, etc.)?
- What do they prefer? What are their motivations?
- Who is/not responding?
- Do my loyal customers look different than everyone else? What type of data and insights am I missing?
Identify audience journeys
I often think of the journey as the foundation. The good news about building out an audience journey is that there are a lot of good approaches. I do not believe there is one single source of truth to creating an audience journey. The important thing is that you create one. If your budget, resources, and time only allow for a whiteboard brainstorm session, then do it. If you have behavioral data at your fingertips and can look at connected event stream data by specific channels and by
After building a journey, the first mistake I see is that too many brands try to tackle fixing all of the possible interactions they’ve discovered. Prioritization becomes key; if you are able to gather consumer-driven insights to measure and help you prioritize experiences, then that should be your next step.
How do they behave? How do they buy? What are the most common paths to purchase? What are all of the possible interactions?