How do you combine digital tools for a better customer experience?

Well of course to make your business boom you need to wear your customers' shoes! That's what I once had with a client who had an ecommerce website with so much traffic but very few sales. I had to walk through the customer journey my self and set some milestones in it to figure out where the traffic is getting jammed then lost. Not surprisingly it was at the check out point. But NO! not as you expected, the problem wasn't the payment methods or an error in the website. The shipping fees where counting to almost 20% of the product price which was the starting point to work on. NB: the tool I used for this was basically GTM as the traffic source was Google PPC campaigns

Actually customer journey doesn't end at action- i.e. purchase, is compromised of even post buying interactions-installation, returns, delivery time and charges, repairs and maintenance, upgradation, queries etc. In fact post buying stage has become more significant now.

Mapping the customer journey is like charting a traveler's path, marking every twist, turn, and stopover. By pinpointing each interaction and emotion, brands can aptly align digital tools to address specific moments, much like a compass guiding travelers. With this roadmap, brands don’t just offer experiences; they craft memorable journeys tailored to every individual's quest, ensuring consistency and personalization throughout.

Choosing digital tools is like curating a bespoke toolkit. Not every tool fits every job, so aligning with business goals and customer needs is crucial. Just as an artist handpicks brushes for different strokes, pick tools that resonate with your CX strategy. Ensure they're user-friendly, synergize well together, and come with robust support. In a world overflowing with options, precision in selection can make all the difference.

Absolutely, choosing the right digital tools is like building a custom toolkit for your business success! It's all about aligning your goals, customer needs, and budget while keeping an eye on the latest trends. With a plethora of options out there – from website builders to analytics platforms and chatbots – it can be both exciting and overwhelming. I find trial and error to be useful - try a new tool for a month and see how it goes. Do you remember to use it, was it helpful for your business, did it make a process a little bit simpler? If the answer is yes, you've found a good tool for you! There is value in finding the right tools for you and your business among the hundreds of options.

Customers seek a unified brand journey across all platforms. The omnichannel approach isn't just about combining channels, but interconnecting each touchpoint for a consistent experience. It's akin to enjoying a story, whether read or heard, that remains engaging throughout. For businesses, a seamless omnichannel strategy is vital for enduring customer loyalty in a competitive market.