Since companies have a good understanding of the products and services that they offer, they generally assume that they also understand what their customers’ needs are.
However, many customers are very often unsatisfied with the interactions and the experience provided. Thanks to the ever-increasing number of resources available online, together with social media, consumers are more empowered and capable of educating themselves, resulting in longer purchase decisions.
Given such a scenario, one can begin to easily grasp why both the average sales cycle and customer churn rate of many businesses are rapidly accelerating. In response to this, companies are trying to raise the bar on the quality of their customer/prospect interactions by investing in more resources. Common advertising and conventional customer service techniques simply don’t cut it. Businesses need to personalize the way they interact with prospects and clients on an individual basis.
A key approach to this modern sales dilemma is to create a Customer Journey Map.
Customer Journey Mapping will help you visualize and understand how your customers are experiencing your product or service. In simpler terms perhaps, Journey Mapping is the visual representation of each, and every experience and touchpoint customers have with your organization; enabling you to experience the product/service from the customer’s perspective.
iMovo can help you carry out and define different Customer Journey Maps; from sketching out visual maps displaying how customers would typically first encounter your company and are subsequently acquired to journey maps highlighting the buyer/customer perspective. Understanding the different viewpoints will then feed into redesigning and generating an optimized journey map to streamline processes (using technology and process redesign) for those who would purchase your goods and services. Journey maps will also help you increase efficiency in both marketing and sales.
Working with iMovo to help you create your customer journey map will help you achieve:
- Higher customer satisfaction
- Lower customer turnover or churn
- Improved sales processes & efficiency
- Better endorsements from current customers (NPS)
According to research, more than half of customer interactions (56%) are part of a multi-channel, multi-event buying journey. What’s more, companies that implement customer journey-led transformations (by identifying operational inefficiencies) can lower the cost to serve by as much as 20%.
If you feel that your business is suffering from any of the following, then Customer Journey Mapping is for you:
- Being outsold by the competition
- Customers complaining that doing business with you is difficult
- Lacking a recurrent revenue model
- Long and complicated sales/buying cycle
- Customer churn within relatively short periods of time.
Our professional team can provide you with a thoughtful response to the emerging realities of the contemporary business world in order to provide a competitive edge and create value for your business and customers. If you would like to learn more about how we can help you, request a meeting with one of our Consultants today.