Did you know that companies that use tools like customer journey maps reduce their service cost by 15-20%? While others invest billions of dollars in learning what consumers want and expect, they still don't understand them as well as they think. Instead of focusing their attention on the more critical issue of the end-to-end customer journey, they get distracted by the siloed touchpoints. Knowing your customers' needs and proving that your product can meet those needs is the key to creating happy and loyal customers. This requires a deep understanding and management of the complete customer journey, not just a few siloed touchpoints.
Enhancing the customer experience is a core element of digital transformation and goes beyond just transactions to build deeper customer connections. With customer journey analytics, you can track and analyze customer interactions across multiple channels in real-time. It’s a practical, end-to-end solution to help marketers leverage customer segmentation data across the customer journey. Actioning the gathered data can drive richer customer experiences and a customer-centric mindset.
Fortunately, today's technology can bridge the gap between you and your clients. Through Auryc session replays, you can imagine yourself directly in your customers' shoes. Rather than focusing on traditional web analytics, session replays provide a rich source of qualitative data that complements the quantitative information gathered on your website. With this information, you can easily build action plans and quickly catch business-critical issues to improve your customers’ experiences. This blog will discuss the different stages of a customer journey and three tips for managing customer journeys effectively. Lastly, we will present a customer journey analytics solution to deliver an excellent customer experience over the entire journey.
Stages of a customer journey
Managing your customer journey begins with understanding all its stages. You can perfect each stage of any customer journey by understanding what your customer is looking for and how you can provide that. Let us now look at the different stages of a customer journey:
- Acquisition
The first stage, or the acquisition stage of a customer journey, is where your customers realize they have a problem and look for a solution. As a business, this is your chance to create a good impression on potential customers and let them know you exist.
At this stage, prospects also get involved in the other aspects of your product like pricing, customer success stories, etc. By answering all the queries of your prospects and communicating benefits, pricing, and competitive advantages, you can improve your chances of converting an opportunity into a customer. Prospects should be motivated to buy your product at the end of this stage. They should ideally make their first purchase and become your customer.
- Activation
At this stage of the customer journey, your prospect is already trying out your product. They also try out different products from competitors and finally decide which one to choose. Therefore, you need to make sure that the benefits your product delivers to solve customer pain points are clear.
At this stage, prospects also get involved in the other aspects of your product like pricing, customer success stories, etc. By answering all the queries of your prospects and communicating benefits, pricing, and competitive advantages, you can improve your chances of converting an opportunity into a customer. Prospects should be motivated to buy your product at the end of this stage. They should ideally make their first purchase and become your customer.
- Adoption
Getting a paying customer is no easy task, so you must ensure that your customers are satisfied and stay loyal to your product. At this stage, your customers are now actively using your product and will develop different opinions about your product. They need to feel that your product has become an indispensable part of their lives.
Follow up appropriately with different segments of users and help them realize the full potential of your product. Use NPS, CES, CSAT, and other surveys to learn what’s working and what isn’t.
At the end of this stage, your customers should ideally spread the word about how amazing your product is. These product advocates will help you acquire more prospects for the entire cycle to repeat.
Gather valuable customer feedback with VoC
3 tips to effectively manage customer journeys
Creating a system to manage your customer journeys effectively will help you boost revenue and growth. Here are three tips to help you manage customer journeys:
- Tip #1: Aggregate customer data
Customer data is spread across multiple channels over different points in time. So firstly, capture everything you can about your customers — user profile, user action, timestamps of action, etc. Then centralize all your customer data so that you can easily access it. This is vital to setting up a good foundation for robust customer journey analytics.
See all your customer data in one place
- Tip #2: Analyze customer journeys
Once you have all your customer data in place, you need the right tools to analyze it and derive actionable insights. Analyzing customer journeys allows you to identify problems at each journey stage. You notice the gaps between what your business thinks it’s delivering and what the customer is experiencing. By connecting metrics and qualitative data spread across multiple touchpoints, you can devise a plan of action to provide a superior customer experience.
Deeply understand the customer journey
- Tip #3: Act on insights
Acting on the insights you’ve derived is crucial to helping customers achieve their goals, positively impacting your business outcomes. You can cut costs by decreasing cycle times and time-to-market. You can reduce customer complaints and turnover rates. Most importantly, you can define what successful performance means and objectively measure it.
Build better products using detailed insights
Getting answers with Auryc
When it comes to customer journey analytics, you need the best-in-class industry tool to aggregate, analyze and act on customer data at each stage of their journey. Auryc is a customer experience intelligence platform that has consistently been voted a G2 leader in customer journey analytics for the past three years.
Auryc captures 100% of engagement events and content for customers and visitors - a high fidelity record of users’ digital journeys, including all clicks, views, swipes, user input, system performance data plus CSAT, NPS surveys, and feedback. Auryc’s journey intelligence platform indexes and reports this data organized for a shared, user-centric understanding of your customers’ lifetime journeys - qualitatively and quantitatively. In addition, by combining journey data with conversion events, our machine learning algorithms let you quickly understand why users convert - and why they don’t.
Some of Auryc’s powerful features that allow you to dig deeper into the ‘why’ of your analytics are:
- Session replays
Session replays can help answer all your burning questions about your customers' needs and what they do on your website. You can observe and analyze all your customer struggles to get a deeper context into their problems. Session replays are essential to create memorable customer experiences.
Capture detailed user sessions with session replays
- Smart funnels
Smart funnels can help you understand customer journeys with quantitative and qualitative data across user behavior, business, and technology. It enables you to identify the primary drivers for conversions and the critical blockers for dropped users. With smart funnels, you can:
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Acting on the insights you’ve derived is crucial to easily tackle frustration signals like rage clicks, random scrolling, and even catch technical issues like JavaScript errors and more.
- Be more customer-centric by analyzing customer feedback with Keyword Sentiment analysis
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Compare different funnels to get more context
Auryc is transforming how companies build better experiences for their customers and is used by several customers, including Southwest Vacations, Cole Haan, and other household brands. So, whether you’re an analyst or a product marketer, you can use Auryc’s features to create memorable customer experiences. And that too, with no coding knowledge because Auryc is a no-code analytics platform! You can leverage the powerful suite of tools that Auryc provides by booking a demo today.
