Using Customer Journey Discovery to decode and optimize the customer experience. #cx #custexp


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Designing a solution that provides the means for a personalized and seamless journey is a challenge. If you can incorporate a holistic approach into a wider Customer Experience Management strategy that covers all areas of your store, branch or hospital design, from doorstep to service, then it will have a major impact on your bottom line.

When a customer comes to visit a store, a branch or a hospital they go through a journey. The journey comprises a set of experiences. Those experiences shape how the customer will react as you deliver your messages and offer them different products and services. That journey is crucial to maximizing the value of your customer’s visit.

A methodology that can be used to decode the customer journey is Customer Flow Management (CFM). CFM allows an organization to systematically manage the customer journey from the very first to the last customer touch point. The methodology connects the virtual and real world to create outstanding and consistent customer journeys through all channels. CFM stresses the importance of planning and monitoring the customer’s entire visit, also capturing data and information at each point of contact with a member of staff or self-service point to manage operation and drive efficiency.

Managing the customer journey, be it with traditional queue management system or mobile solution is an integral part of CFM and compared to many other process-led business improvements, CFM is a measure with clear and tangible benefits.

But perhaps its most important benefit is the impact it has on something which is invaluable, yet largely intangible:

Your customers’ experience of your brand.

More on Customer Flow Management:

Sven-Olof Husmark
Sven-Olof is the founder of Experify, a business consultant firm, Senior Advisor at Egain Group a pioneer in intelligent AI driven energy optimization of buildings and former CMO at Qmatic Group, a world leader in creating better customer journeys.Sven-Olof is a senior executive with demonstrated success in growing companies globally by initiating effective sales, marketing and customer service strategies.


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