Using Customer Experience Maps to Improve CRM

Customer experience maps are also known journey maps, customer experience maps and touch point maps. They help businesses know how customers experience them (from the customers’ perspective). Being able to know how your customers experience your business is critical in helping you direct the impact you want on them. It also helps you modify their experience, say from a bad to a good one. However, this is only possible if you do it right.

The first place to start with customer experience maps is using dynamic information with them. Initially, many businesses failed because PowerPoint was the only way to touch base with customers. With current technology advancements, using multimedia strategies to reach out to customers isn’t far-fetched.

You also need to research your customer’s goals to be successful in optimizing customer experience maps. Although goals may shift, your customers want something particular- –you need to find it. The advantage of knowing what your customer’s goals are is, you get to think like them, hence provide a better customer experience overall.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree