Our Head of Client Relations, Parham Saebi, has been featured in Contact Centres discussing how retailers can encourage brand loyalty by mapping the customer journey.
Parham argues that creating premium customer experiences has become a key differentiator for brands as the difference between products’ price and quality tightens. Therefore if retailers are going to cultivate long-term customer relationships, designing a seamless experience that responds to consumer needs and preferences is critical.
To create a customer journey map that will help retailers achieve this, there are three steps they need to take. They need to build a database of typical customer profiles, examine how each customer persona engages with the brand and understand how each touch point in a customer journey performs.
Parham said: “By compiling and analysing all of this information, retailers can gain a strong understanding of the needs and behaviours of each customer group.”
“Management teams should use this insight to design and develop the tailored experiences that will help boost loyalty, and ensure each customer’s experience of a brand is consistent and feels personal as they move through the sales cycle.”
You can read the full article here.