We know that with greater access to technology comes higher customer expectations. It makes sense then, to look at how you can use that same technology to track customer activity, record feedback and develop your offering.
Building up a clear picture of customer interactions throughout the journey gives you better insight into the activities and needs at a super granular level. We find that a large wall and a lot of post-it notes tends to be the best place to start! Then you can start to note activities, customer feedback and digital tools used throughout the process. This simple visualisation will help you to see where simple changes can be made to improve the customer journey.
While the customer isn't always right, in order to drive growth and innovation in your business you need to listen to their needs and feedback. And then, now this is the important part, let them know that you’ve listened and show them what you’re doing to change things.
Empowered customers share freely - both feedback on your product or services and news of your shared success. More referrals usually lead to more sales, and more organic sales give you more time to dedicate to building an awesome product!
Do you have any innovative ways of keeping your customers in the loop - we'd love to know! Leave us a comment below.