Customer
The relationship with your customers is a journey.
Dig down into the bumpy road of your customer journey.
Your digital roadmap serves the customer journey.
I want to convince you about the power of owning your customer journey. It will make your life easier.
As a manager, you are now a real expert in your sector. This expertise is precious, but it can also be your weakness and create bias.
Your knowledge of your products and services will most likely create a gap between your customers and yourself.
The customer journey is the perfect, constantly evolving tool to avoid this gap and grow a meaningful connection with your customers.
How can the customer journey be so useful?
Firstly, this gives you a global overview of the experience around your products or services, which can be very powerful in improving the customer experience and your relevancy to the market.
You will identify all touchpoints and opportunities around the customer’s habits instead of assuming or interpreting data only.
Or – even worse – instead of trying to push new habits onto people.
Additionally, you will improve your empathy and humility; while you discover, you are not a puppet master but more a helper, a pleaser.
It will also clarify the situation and help in the decision process. This is the end of the neverending meetings discussing initiatives that need to be prioritized. The customer journey allows you to define clear KPI’s for every step and build persuasive proposals for stakeholders.
Besides the fact, you can create dashboards based on behavioral data to identify the value of every interaction.
Finally, it will simplify all your briefings to be written for your agency. You know by now that to have a qualitative output from your partners, you need to provide a qualitative input.
An evolutive customer journey will improve the relationship by clarifying their expectations and providing more insights and goals.
It sounds like the solution you were expecting, right?
So your question is now:
How do I start?
We will explore together every aspect of the customer journey and how to make it evolutive.
Here is an overview of the critical elements:
- Investigate and challenge your internal business context, vision, and mission.
- Be surprised by new types of competition – the ones you were not expecting!
- Meet your customers and put yourself in his/her shoes.
Who is s/he? What does s/he like to do? What kind of problem does s/he face?
- Map the journey around your product and services
- Create good habits with this powerful tool
You will discover that psychology and empathy are the new key trending skills for developing a product or service. And I promise you, my friend, you’re going to love it!
It’s time to get moving and start the process

Disentangling the world of extreme customer centricity with Rik Vera
Listen to the podcast I was very happy to have a conversation with Rik Vera for my latest episode of People&Digital, the podcast, as he’s

6 ways to improve your CX without budget
Listen to the podcast: Budgets are in meltdown right now. A lot of companies are in survival mode, leading to severe cuts in departments like

Setting up for CX success: Mike Wittenstein’s 7 core tips for nailing your customer experience design
Listen to the podcast I had an amazing talk with Mike Wittenstein on my People&Digital podcast this week about the importance of CX design in

When is your Customer Journey ready for a Mobile App? – Tapptic Interview
Listen to the podcast ADS: “Hello, I am Alexandre, I am 32 years old. I am now currently the Managing Director of Tapptic, the

Don’t waste your Buyer Persona anymore: 5 secret CX ingredients
Listen to the podcast: Just so we start on the same page, let’s first identify… What is a Buyer Persona? A Buyer Persona is a

What are the 4 main Customer Experience focuses in B2B? Interview with Aaron Pollet.
Listen to the podcast This week on my People&Digital podcast I welcomed my guest Aaron Pollet. Aaron specializes in CX and has been turning prospects
Free
Enter your email & receive your
free CX tool, a simple method to solve problems.