In this excellent Instrktiv Blog entry about the Customer Journey, Ferry Vermeulen highlights 10 important ways to improve your Customer Journey:
Know your customer
Offer them relevant information
Choose your medium wisely (print, online, video, and so on) and according to how content is consumed
Pay full attention to problem resolution, to outages, and to frequently asked questions
Write short, instructive texts
Use clear illustrations (IKEA style)
Take the tone of voice and the corporate identity into account
Adjust the customer journey to the employee journey.
Keep analyzing, keep optimizing
From the perspective of mobile network operators, the first item in the list “Know your customer” can be the most challenging. Your network team might be able to provide you with some low level network KPIs for a small subset of VIP customers, but they cannot deliver you genuine QoE insights measured directly at subscriber devices.
The Ciqual Insight solution is based on measuring the Customer Experience On-Device, and captures a powerful and unique combination of Objective and Subjective feedback about your customers’ experiences.
Only when you’re successful at step #1 of the Customer Journey can you begin to proceed with steps #2 thru #10. Unless you know your customer, you don’t know what might be relevant to them.
And don’t forget Step #10: “Keep analysing, keep optimizing” 😊