However, to improve the customer journey, you now need to turn things around and connect external touchpoints with internal systems, teams and processes.
Let's say your company sends a promotional newsletter every week. Opening the email, reading it, and clicking on a link that leads to your website are each touchpoints on the customer journey map. Ideally, customers see a seamless connection between the email and the website.
newsletter marketing platform and server, the newsletter marketing team, sales, your webmaster, and possibly other people.
Why is this important? By linking the customer journey with the company journey, you have belgium telegram data an overview of all the relevant stakeholders and channels that you need to consider when solving problems.
Let's go back to our company Heller Reisen. They know that their website causes frustration. Customers want to filter for options and not browse through a long list. The problem? Heller Reisen doesn't have a webmaster who can implement a filter on the website.
And they aren't sure if the current server and platform meet their needs. A webmaster could evaluate the site and implement a filter, but this would require support from other teams to tag each journey with relevant tags. To solve these problems, multiple stakeholders would need to work together.
4. Define your goals and resolve issues together with relevant stakeholders
Often, several pain points are uncovered during the creation of a customer journey map. Ideally, these external weaknesses that customers experience can be resolved with internal help.
The first step here is to prioritize the problems. Which ones should be addressed first? Then work with the relevant teams to find a solution. To achieve the desired customer experience, cross-functional collaboration may be necessary, which also leads to overlapping systems, channels and processes.