All posts tagged: Digital Transformation

Customer Journey Mapping

Digital Transformation impacting Customer journey

Digital Transformation is omnipresent. It has already been changing our behavior as human beings. More than ever, Customer expectations matter. Don’t you like that app that you just downloaded? You can give it a bad review. No response from the developers means lost customers, or worse, going out of business. Such a bad customer experience posted on Twitter, Facebook and various other social media channels can be very detrimental to your brand. When Customers interact with organizations, they don’t see departments; they see one single organization. They interact across various touchpoints for product searches, information gathering, price comparisons, reviews, ratings, finally purchases, and sharing feedback. Digital Transformation will optimize the entire customer journey and help in delivering real results. Today’s multi-channel customer is: Better informed in real-time, digitally More demanding due to loads of information availability Will jump channels at any point with so many options Let us see what are the major steps in the customer journey & which are moments of truths ( customer interactions) that are: Most important to the customer Most painful to the customer Create loyalty Aware: With high internet adoption the range of available information is limitless Digital Display ads, TV commercials, Facebook, Twitter, […]

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