I denne artikel præsenteres 6 konkrete eksempler på den økonomiske værdi, som virksomheder kan opnå, ved at arbejde strategisk med at skabe gode kunderejser.
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Does Your Company Need A Chief Customer Officer?
In my belief the short answer is yes. If you're truly destined for a digital transformation of your business you need at C-level champion of the customer adept at breaking down organizational silos to create a persistent customer-first mentality across the entire customer journey and empowered to directly influence the company's strategic priorities.
Why mapping customer journeys is critical for successful digital transformation?
Customers experience your company's value proposition through interactions with the company's various "touch points" on the "customer journey". Most interactions likely add to a positive experience but some don't and insight into which interactions add to negative experiences is important because it pinpoints where you fail to deliver in accordance with your customers’ expectations.
Arbejder din virksomhed med kunderejsen i ental eller flertal?
Rigtig mange af dem jeg kender til arbejder med kunderejsen i ental og det på trods af at de samtidig arbejder med segmentering, hvilket for mig et lidt af et paradoks. For hvordan kan man på den ene side erkende at kunderne er forskellige uden samtidig at lade det afspejles i differentierede kunderejser?
