Have you ever considered your own company’s journey from the very beginning to the present day? Part of that journey includes your own customers – and figuring out their customer journey map goes a long way to ensure they’re happy and satisfied with your products and services.
The same principle applies for any enterprise without typical “customers” – think of non-profits or healthcare organizations, where customers are patients.
Now that we’re firmly in the Internet Age – artificial intelligence, the Internet of Things, etc. are in full swing – the customer journey has adjusted accordingly. Has your business likewise changed course for the better?
For example, clients now expect to be in constant contact with businesses. Thanks to social media and smartphone apps, communication channels are greater than ever before. And how your business manages these contact platforms ultimately determine each of the customer journey stages.
What is a customer journey map, and how can you use it to benefit your clients and your business? TeleDirect has mapped out successful customer journeys for years, thanks to our business process outsourcing (BPO) services for call centers and other day-to-day business activities.
What is a Customer Journey Map?
If you sketched out each client’s unique experience with your products and services across the entire business communication continuum – well, that’s a customer journey map! Essentially, all of the customer journey stages illustrate their interaction with your customer service team, social media platform, automated messaging – everything and anything across all communication channels.
Think of a customer journey map as a visual representation of each customer’s interactions and communication with your brand. Once you have a “map” to analyze, it’s all a matter of figuring out how to optimize & improve the different ways you connect with your clients – and vice versa. By the way, it’s much easier to visualize your customer journey maps with agile, intelligent direct response & media support, a key service provided by TeleDirect.
That’s the definition of a customer journey map – but how can it enhance your own brand of customer service? You have a map…but a key would help interpret all the different ways you and your customers interact.
How to Use Your Customer Journey Map
OK, so you’ve mapped out all the various ways you and your clients interact. How can you use this information to provide value & results for each individual customer?
Here’s just one example of how customer journey maps enhance your business relationships: some clients prefer to be treated with empathy and personalized service. For call centers, this means professional, live agents instead of chatbots and other automated messaging techniques. For this particular part of the customer journey map, TeleDirect provides top-trained agents for this particular need. Again, your own business’s response to “more personalized service” is unique to your own service & product line.
Another benefit of the customer journey map is finding ways to upsell different products – exactly at the right time and place. With today’s multi-channel engagement across different platforms (smartphone apps, social media, email, etc.), you can specifically target specials, flash sales and other specials when your customers are most likely to buy.
And don’t forget some of the “unseen advantages” of an effective customer journey strategy, including streamlined customer onboarding, optimizing products & services across various customer journey lifecycles, and even improving your fundamental ordering process.
But the most important reason to create, analyze and act upon the different customer journey stages? You simply understand your clients better. No two clients are alike, and customer journey maps enable you to personalize each client’s experience!
Connect with TeleDirect – Map Out Your Own Successful Customer Journeys Today!
With TeleDirect’s BPO call center services, including robust inbound & outbound communication platforms, you can focus on what you do well – including personalizing each individual client’s preferences – while we handle all of your critical contact requirements.
Planning out your customer journey map is much easier with a proven expert in your corner. See how TeleDirect’s excellent outsourcing solutions can improve your communication strategies, gain new clients and ensure each customer journey is exactly what your clients need – and more!
Call our customer journey consultants today at (800) 776-1081, or fill out our customer contact form and we’ll reach out with affordable, effective solutions right away!
We look forward to making the journey with you, even as you orchestrate your own customer journey maps. Thanks for visiting TeleDirect!
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.