Customer Journeys Flashcards
What is a Customer Journey?
The entire path a prospective client takes throughout their lifecycle, from identifying a need to engaging with a company until the relationship ends.
How do customer journeys improve Customer Experience?
Identifies key transition moments in customer interactions
Ensures the right information is delivered at the right time
How do customer journeys improve Operational Efficiency?
Detects INEFFICIENCIES and REDUNDANCIES in processes.
Prioritizes RESOURCE ALLOCATION (physical and technological).
Helps identify RISK POINTS and establish CONTINGENCY plans.
What are the Phases of a Customer Journey?
DISCOVERY – Recognizing a need and gathering information.
COMPARISON – Evaluating options and making a decision.
ACQUISITION – Engaging with the company to purchase a product/service.
CONTRACT SIGNING – Finalizing the agreement or commitment.
MAINTENANCE & USAGE – Interacting with the product/service over time.
CLOSING/EXIT – End of the customer relationship.
What is Customer Journey Mapping?
A visual representation of the customer’s interactions with a company.
What is Moments of Truth (MoT)?
A critical touchpoint where a business can either strengthen or weaken its relationship with the customer.
What are the key actions when it comes to improving Customer Journeys?
IDENTIFY MoTs to prioritize improvements.
PREVENT PAIN POINTS that negatively affect customer perception.
ACHIEVE BEST PRACTICES to optimize the experience.
