At Heller Reisen, the website filtering problem is a top priority. The stakeholders involved in the solution are: HR (hiring a webmaster), the team that currently maintains the website (interviewing and onboarding the webmaster), and the team that plans the trips (providing tag information to the webmaster on which the filters are created).
Once Heller Reisen has a dedicated website expert, he or she must work with the digital, travel planning, marketing and design teams to determine how best to design the pages so that customers can find their ideal trip quickly and easily.
5. Record the key performance indicators
After brainstorming to solve your key pain points, you should figure out which key performance indicators (KPIs) will best measure improvements.
For each touchpoint, define what desired success looks like and how the customer experience can be measured and optimized over time. Since other teams may have the data to monitor performance, you'll again need to collaborate across disciplines.
How often the KPIs are analyzed depends on the project in question, but regular reviews should be planned.
Let's go back to Heller Reisen one last time. The company has decided to implement an automated mailing program so that customers receive important information by email before they start their trip. The stakeholders have decided that email opening and click rates are the most important metrics for measuring success. The marketing team responsible for the emails therefore takes a look at these two KPIs every week.
6. Update your maps
Over time, your customer journey will change, especially as new channels (such as emerging social belgium telegram data media platforms) change the digital landscape and impact how your customers search for and interact with your business.
Static and outdated maps won't help in such cases. As you resolve the issues in the first version, update the map to reflect the current state and shift focus to other customer experience priorities if necessary.
the map is a bit tricky. One solution here would be to set a fixed time frame so that the customer journey map is analyzed and updated at regular intervals. Another option? Using customer journey map software.
Consider Customer Journey Map Software
Unless you're emulating Gerhard Mercator , you should use journey mapping software with features for visualizing the map and collaborating with everyone involved.
Some software programs allow users to conduct in-depth research and exploratory analysis of the customer purchase journey or pain points. This uncovers customer satisfaction issues that should be addressed as a high priority. Some solutions also track improvements and communicate when it's time for an update.
Whatever your priorities are in a journey map, the steps above will put you on the right track.
Check out Capterra’s directory of customer journey mapping tools.