There is a lot of talk right now about the importance of the customer journey. But what does this term actually mean, and why should you pay attention to it?
Think of it like this:
When a customer interacts with your brand for the first time, he or she begins an ongoing series of interactions with your company. Each experience determines whether another interaction will subsequently take place; it will determine how the customer feels about your brand, and ultimately whether he or she will continue doing business with your company.
Why is the journey important to you? It’s very difficult to forget a poor brand experience. Just one negative experience can shape how a customer feels about a brand for the rest of his or her life.
For a company with numerous customers, however, the challenge of keeping up with everything often becomes too much, and many customers end up journeying alone.
As you can imagine, many negative consequences arise when this happens—missed upselling opportunities, long issue resolution times and high customer turnover ratings.
With the right support you can avoid this situation. You need a customer reporting suite that will store a wealth of customer data and make it accessible for agents.
Equipped with this type of database, agents can easily see who they are communicating with and where they are in the customer journey. This information can be used to drive informed and impactful customer interactions, which are instrumental in establishing repeat business.
Bright Pattern makes this process easy with its comprehensive reporting system. To learn more about how Bright Pattern can facilitate amazing customer journeys in your organization, click here.