I was recently asked about the importance of strategizing for the customer journey. And what you need to understand about your customer to get it right.
You need to know EVERYTHING! Yes, everything!
Strategy for personalizing your customer journey is to fully understand who is your customer. You need to ‘see’ him or her – and give them a name.
How do you do this? Through research and data collection. Knowing your customers’ likes, dislikes, and hobbies. Knowing where they live and what they do for a living, along with basic demographics (Boomer, Gen X, Millennial).
All of this information will serve you in personalizing your customers’ experiences. And be able to connect with them at all touch points with your organization.
Your product or services may appeal to several audience types. Create customer journey maps based on the needs expressed for each audience. Or each product.
I explain more about this here.
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