CUSTOMER EXPERIENCE
One Story at a time
Digital Transformation is all about delighting Customers. To achieve this we help you bring your Customer Journey to Story Maps to Sprints and to Deliverables with the help of Design Thinking.
I.1
Customer Experience
Customer Understanding
Understand customer habits using Journey Maps. Utilize CRM data for insights; if absent, set it up. Segment interactions accurately. If uncertain of segments, refer to CRM. Categorize customers by Values, Needs, and Purchasing. Recognize touch & pain points and establish metrics, regardless of simplicity, to measure customer values.
Top-Line-Growth
Craft your brand's narrative using themes and story mapping. Prioritize MVPs, then evolve to MVEs. Showcase minimalist products reflecting your brand. Maximize digital media, especially social platforms. Monitor and adapt. Embrace technology, digitalizing touch/pain points. Progressively push tech limits. Always measure and follow proven methodologies.
Customer Touchpoints
Every interaction, from your website to employees, tells your brand's story. Ensure consistency. MIT Sloan states digital initiatives enhance customer service, but managing numerous channels supporting your brand is challenging. Begin modestly, budget wisely, and act. Follow outlined steps, measuring "brand equity" pre and post digital marketing changes. Aim for an omni-channel approach, ensuring uniform brand experience across channels, despite budgetary challenges.
Additional Reading
From leading industry thinkers
Top 10 Strategic Technology Trends for 2019
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Gartner Top Strategic Predictions for 2018 and Beyond
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The 20 Most Popular MIT Sloan Management Review Articles of 2017
Additional Reading From leading industry thinkers Contact Articles about the potential impact of artificial intelligence on organizations and jobs were particularly popular. “The 20 Most Popular MIT Sloan Management Review
Why design thinking is the perfect platform for customer journey mapping
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MASTERCARD’S GLOBAL MARKETING CENTER: AN ENTERPRISE CMS AND ALFRESCO CASE STUDY
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