Akixi report highlights the need for better quality customer journey mapping
Akixi has published a whitepaper on the importance of the customer journey, after a staggering 32% of consumers said they would stop doing business with a company after just one bad experience.
Customer Journey Mapping: The Route to Better CX also states that customer journey mapping is the key to not only improving customer experience but determining where you need to train your employees and which metrics you need to track too.
And with a third of customers admitted they would stop doing business with a brand they loved after one bad experience, the importance of delivering consistent excellent customer experience should not be underestimated.
The report says: “Crucially, customer journeys aren’t always linear. A customer might recognise an issue, arrange a call, then go back to researching solutions online. Because of this, customer journey maps need to include tips for sales, service, and marketing teams which could reduce the friction between different points in the conversation.”
Customer journey mapping becoming such a vital part of the business process because customers expect more from businesses in this day and age, and particularly so post-COVID.
The whitepaper adds that today’s customers expect agents and business leaders to have digital tools available to monitor remote workers and enhance business productivity.
“They know companies can update their software to connect with them on multiple channels, and they expect businesses to be constantly striving to update and improve the experience you offer.”
In short, today’s customers are far more demanding than the ones of the past.
The whitepaper highlights the importance of good customer journey mapping:
Akixi’s whitepaper can be found here.