“The customer experience is the next competitive battleground.” – Jerry Gregoire, former CIO of Dell.
There are very few things we can say with certainty as we get ready to welcome 2023. Very few things, other than increased competition, rising customer expectation, weaker customer loyalty, and information overload if you are a consumer brand.
Tracking customer experience and satisfaction is going to be more critical in 2023 than it has ever been before. As Gregoire notes in his quote, the ability to manage it would give the companies a competitive edge over their competitors.
Benefits of Customer Experience Mapping
Here are 6 reasons why mapping CX would be essential for the brands:
Managing changes in customer behavior and preferences:
Continuous mapping can help businesses stay attuned to changes in customer behavior and preferences. For example, if a brand notices that more of its customers are using its mobile app to make purchases, it can use continuous mapping to understand how these customers are interacting with the app and identify areas for improvement.
Leveraging the power of real-time insights:
Continuous mapping can provide businesses with real-time data and insights that can help them make informed decisions quickly. For example, if a brand notices that customer satisfaction is declining, it can use continuous mapping to understand the root causes and take corrective action.
Preventing potential crises by managing the moment:
Continuous mapping can help businesses quickly identify and address issues that are still developing. For example, if a brand receives a bad review for a product or service, addressing the grievance quickly can prevent a potential crisis before it emerges.
Identifying opportunities to upsell and cross-sell:
By tracking and analyzing customer interactions and behaviors, businesses can identify points in the customer journey where they may be receptive to additional products or services. If a business notices that customers who purchase a particular product have consistently high CSAT scores, it could use this information to identify other products or services that these customers might be interested in.
The business could then make targeted upsell or cross-sell recommendations to these customers based on their demonstrated satisfaction with the initial product.
Managing quality of interaction at individual touchpoints:
Customer experience mapping can help businesses understand how customers are interacting with digital channels and identify opportunities to improve their experience. For example, if a brand notices that its website is experiencing high levels of abandoned cart rates, it can use continuous mapping to understand the reasons behind this and make changes to improve the customer experience.
Offering responsive and agile customer service:
Continuous mapping can help businesses be more agile and responsive to changing circumstances. For example, if a brand notices a surge in customer service demand for a touchpoint, it can use CX feedback to diagnose the issue and to allocate resources to ensure a smooth customer experience even during the surge.
Merren, the omnichannel customer experience mapping tool allows brands to measure and map customer satisfaction level at every touchpoint. Using this tool, brands can seamlessly collect customer responses using multiple channels such as chatbots, WhatsApp, Facebook Messenger, AMP/ HTML emails and in-app surveys.
Companies can also use the multilingual tool such that surveys can be translated into a language customers can understand and respond. Multilingual surveys make the process even more relatable and encourage a higher response rate.
Merren integrates with the company’s CRM to automatically deploy feedback systems at moments of truth between customers and the brand. The powerful dashboard can be customized to visualize real-time feedback at company touchpoints. Even at an individual level, dashboard analytics can enable teams to address opportunities and threats as soon as they arise.
Interested? Let us talk here.