Customer behaviour has changed forever. More than 70% of the buying journey now takes place online and business-to-business buyers are more than halfway through the buying journey before they contact a salesperson.
Many businesses are struggling to engage prospects in the right way to deliver the kind of experience customers want.
The results are all too typical. Poor customer experiences, overstretched sales teams and slower growth as your competitors breeze past you.
Graph is a customer experience agency helping business leaders and marketing teams deliver an exceptional end-to-end digital journey.
Our Experience Blueprint provides you with a complete understanding of your customers' needs, their experience, the information critical to each step, the opportunities to exceed customer expectations and the technology platforms best for delivering this.
The Experience Transformation Playbook provides business leaders and marketing teams with the clarity, knowledge, and steps to deliver a better end-to-end customer experience.
Ensure a better experience through information architecture, design sprints, user testing and content and messaging.
Build a stronger experience foundation through integrated experience management, CMS and customer data platforms.
Build new reusable capabilities, such as language understanding, to drive a seamless experience across channels.
Grow your team's skills so you can rapidly test, validate and scale your marketing efforts.
Customer experience is now an important driver of competitive advantage, and success depends on your ability to meet customer expectations at every touch point.
A positive customer experience can have a profound effect on how customers perceive your brand, leading to better ratings and reviews, increased sales and customer retention. And it can help convert customers into loyal brand advocates - and eventually increase your customer lifetime value.
Building a customer experience strategy is one of the most important steps you can take to establish and strengthen your brand. There are several key steps:
Persona development
Customer personas provide marketing teams and businesses with a detailed understanding of their ideal customer. Personas represent everyone involved in a buying decision and can be created by interviewing customers to capture their motivations, needs, wants and goals.
They help you to understand your customers on a much deeper level, so you can create seamless and more personalized experiences.
Mapping the Customer Journey
Mapping the customer journey helps you create an experience that better meets customer needs and wants. A customer journey map identifies all the touchpoints where your business interacts with customers and examines how well those touchpoints are working.
It's important to map out the entire journey from start to finish and identify what information or tools each person wants at that stage of their journey, what they're thinking, what they need to find, and what they need to do.
Improving customer experience should be top priority for businesses. In this article we explain why focusing on CX is important and the benefits of doing so.
What really is digital transformation — and how do you go about it?
