Bright Cherry CustomerJourneyTypes of Customer Journeys Here are some ideas on what type of customer...
Transcript of Bright Cherry CustomerJourneyTypes of Customer Journeys Here are some ideas on what type of customer...
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CustomerJourneysorhowtoeasilysavetime,automate,improveanddelight
SavetimeandimproveyourcustomerexperiencethroughutilsiationofCustomerJourneys
www.brightcherry.com.au
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CustomerJourneys
CustomerJourneysarerepresentationsofwhatareourcustomersgoingthroughinrelationtoourproductsandservices.
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Howdoweusethem?
WeuseCustomerJourneystohelpusunderstandwhatourcustomers’delightsandpainpointsarewhichhelpsushavearelevantconversationwiththemwhetherit’sonlineoroffline.
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What’sthebenefit?
CustomerJourneysidentifypatternsallowingustosupportourcustomersbetterandleverageautomation.Thishelpsusimprovecustomerexperienceandsaveourresourcesatthesametime.
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TypesofCustomerJourneys
Herearesomeideasonwhattypeofcustomerjourneysyoumightwanttostartwith:• Automatingyourcurrentprocessesallowingyoutoscale• Engagingyourexistingcustomersevenbetter• Nurturingyourleadsuntiltheyarereadytobuy• Segmentingyourhighandlowvaluecustomersandhavinga
differentconversationwitheachofthese• Upsellingorcross-sellingyourproducts
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YourCustomerJourney
CustomerStages/MilestonesDescriptionofthestage(Incl.what’srelevanttoyourcustomerineachofthestages)
Approximatetimeofoccurrence(If youwanttosupportyourcustomersthroughoutthisstage,thisiswhenyouneedtogetintouch)
Describe customeremotioninthisstage(Pain/Delight,What/Why)
Howcanyoueasilysupporttheminthisstage?(Thinkoftoolsorcommunicationangle)
Automation(Decidewhetheryoucanautomatethewholemessageorjusttheprompttothemessage)
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YourMessage
CustomerStages/Milestones
Thecore ofyourmessageforeach
stage(Thiswillhelpyoucommunicatetherightmessageattheright
timeandalsocreateconsistencyforyourbrande.g.every
customerwillreceivethesameexperienceregardlessofwho
they’redealingwith)
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