Take A Road Trip With Your Customer—Using Customer Experience Mapping To Make Improvements

Take A Road Trip With Your Customer—Using Customer Experience Mapping To Make Improvements

One of the best ways to make improvements to your business is to better understand how your customer experiences your products or services. The best way to do this is by mapping out their experience and then looking for opportunities to make those improvements. Think of it as the ultimate road trip where you get to ride along with your customer. You can map out the entire trip, such as making an initial contact through a sale, or just a specific interaction. The mapping process takes a few key steps: define the customer, conduct research, and develop the map.

The Case for Case Studies

One of the best ways to communicate value to your potential customer is by showcasing how you have already helped a current or past customer.

Here are a few tips for writing compelling case studies:

  • Tell the story from the perspective of a potential customer. Be results-driven in your language so that prospect sees how your can meet their specific needs. Include all the relevant details such as the customer name, project title and goals. Describe exactly how you met the goals. What will the long-term effect be for the customer? Demonstrate why you were successful.

What If You Could Predict the Future?

It may sound like the plot of a science fiction novel, but what if you could predict the future? Better yet, what if you could read people’s minds? While you’re developing a new product or service wouldn’t it be incredible to know whether it will succeed or not? Getting inside your customer’s head and determining whether they will buy your product or service might seem like an impossible task but the creation of a customer scorecard, paired with marketing research, can yield the answers to your questions.  

Five Reasons You Should Take Surveys

You probably just got one in your e-mail inbox; or maybe the last time you stayed in a hotel; and that shopping site keeps asking you to do it now. I'm talking about taking a survey.

Why should you take time out of your busy day to respond to a survey? Here are a few great reasons:

Surveys Matter 

Surveys are used to make critical business decisions, improve customer service, and guide strategic direction. Your input is a valuable part of this process.

People Read Your Responses 

When you are asked to provide a response someone is typically taking the time to read that response. Open-ended questions are especially useful to marketers and research staff because we read your direct comments.

They Can't Change What They Don't Know 

A company can't make quality or customer service improvements if they don't know there is a problem. Your input (and those of anyone surveyed) help identify customer service issues that need addressing.

Good News Helps Too 

It's also helpful for companies to hear the good news as well as the bad. Offer praise when it's deserved so that extra efforts can be rewarded.

We Need Your Input 

Marketing researchers need your input. The more responses we have, the more conclusions we can draw. Your opinions really do matter!