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