Tag: Customer

Etleap (YC W13) Is Hiring a Customer Success Manager

Who is Etleap? Etleap’s mission is to transform the way businesses drive analytics projects. We started Etleap out of frustration with the exorbitant amounts of engineering work required to set up, maintain, and scale data pipelines for analytics. Our vision is to make it simple for analytics teams to quickly and securely connect the data …

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How to Create a Customer Journey Map (Even if You Have No Idea Who Your Customers Really Are)

Creating a customer journey map is enough to make even the best marketer freeze in their tracks and realize how little they really know about their prospects.

If this sounds like you, don’t worry.

Even if you’ve never created a buyer persona before, I’ll help you make sense of the process by giving you a sort of “map” to help you better understand who your customers are and what they want.

Let’s take a closer look.

Starting Fresh: The Basics of the Customer Journey Map 

A customer journey map is a diagram that illustrates each step in the buyer journey, including who the customer is, what their needs are, and what objections they face.

This map makes it easier for sales, marketing, and executives to make more informed decisions and humanize your audience.

The very first step in a customer journey map is the core demographic information about your customers, such as:

  • Gender
  • Age range
  • Job title
  • Job responsibilities
  • Salary
  • Region
  • Company size

You’ll likely find most of this data in your CRM. If not, a survey can give you a clear picture of who your audience is and what they do.

I also recommend “humanizing” the persona by giving them a name and image. This brings out more of our emotional, empathetic side, versus looking at the potential customer as a number to slot somewhere in a sales funnel like a puzzle piece.

Now that you have the basics let’s look at an example of a customer journey.

A Customer Journey Map Example 

For our example here, we’ve chosen to work with Lucy, a marketing director in her late 40s.

Her job primarily entails lead generation, sales management, and gathering competitive intelligence.

She organizes and prioritizes campaigns. She’s a pro at gathering competitive intelligence and uses it wisely to reinforce the brand while cementing customer loyalty in a very competitive marketplace.

Because of the huge growth in social media, Lucy’s looking to streamline the interaction process on social media without losing the “personability” of the brand.

She’s in the market for a solution and wants to make a confident decision quickly.

So with this in mind, our persona map is going to look something like this so far:

customer journey map

To stick with the map concept, this is our starting point. Next, it’s time to look at the journey.

Our first stop along the map is the buyer’s needs.

She has the basic research to know what’s out there. If we were looking at this from a traditional sales funnel point of view, she’s at the “comparison shopping” stage.

She’ll be looking to make a decision soon.

Understanding the Buyer’s Needs

Buyers are eager to tell you what they need. All you have to do is ask.

Basic lead follow-up and nurturing questions can reveal quite a bit. Simple polls and surveys can often reveal a great deal about where the buyer actually is in the process (and whether they have an urgent need for your product or service versus basic curiosity).

Even if we don’t know specifically what they need, we can make a few general statements that apply them to our persona.

What would someone in this job typically need from our solution?

For starters, the buyer likely needs the product to be well documented. She’ll be managing dozens, perhaps hundreds of staff members – some of whom (based on age) may be more technically savvy than she is.

Some of the staff may pick it up quickly; others may need more time.  We’ll add the needs and the persona’s place in the decision-making process (one persona can have multiple roles in the decision process — they can be a user and initiator, for example)

customer journey map example lucy

There’s also the fact that whatever solution needs to be adaptive and flexible to accommodate existing platforms and tools.

The company likely has certain procedures and requirements that will be added to the mix, like cloud-based access and specific security protocols.

These factors can influence and even conflict with what the primary buyer wants. The committee often makes decisions like these, which lengthens the time needed and the requested features.

Dealing with Common Objections in Customer Journey Maps 

Like all maps, there will be roadblocks that prevent your customer from taking action. You’ll want to outline those in your customer journey map.

There are constraints and concerns, frustrations, and issues that will affect their decision. You can brainstorm these obstacles and add them to your customer journey map to ensure that sales know how to address the most common objections before becoming major pain points.

You also have to decide where this buyer falls on the scale of decision-making.

Will they be using the product? Influencing the decision-maker? Initiating contact with the company? A mix of all of these?

Make a note of these objections and the buyer persona’s place in the decision-making cycle on your map.

Following our example, we end up with something like this:

customer journey map example

Here, we’ve managed to discover (and brainstorm) the buyer’s potential:

  • Needs
  • Concerns
  • Frustrations
  • Urgency/Timeframe to Buy
  • Place in the buying cycle
  • Requirements

All the kinds of sales-propelling information needed to acknowledge objections, concerns, and frustrations while concentrating on needs, requirements, and urgency.

We’ve learned core demographics about our buyer and key information that may be preventing them from taking action or details that could move a sale into the next stage.

Our customer journey map is less of a neatly-organized, bulleted list, and more like a mind-map that’s always being adjusted and revised. It may not be as tidy, but our customer journey map is closer to the actual customer experience — and therefore far more useful.

Think about the last time your company made a major purchase. It’s seldom a “beginning to end” one-time shot, right?

There are many details to hammer out, presentations to sit through, and suggestions and sign-offs to gather.

It’s a big process, and a fancy list of bullets just doesn’t cut it anymore – not in today’s two-way communication world.

Create a Customer Journey Map for Each Type of Customer 

Now, you need to go through this entire process with every type of buyer your company encounters. Each type of customer will have a different buyer path, objections, and challenges.

For example, if retail, you’ve got suppliers, wholesalers, resellers, and a whole avalanche of personas out there. Each buyer you have must be addressed individually.

Conclusion 

Don’t panic, prioritize. Focus on your most profitable customers first and find the unifying threads that tie them together, then build on that persona. Once you have those down, start working down the list until you have all your customer journies mapped.

And remember that buyers are multi-faceted human beings.

Sometimes they make decisions that go against the grain of even the most well-developed persona. It happens.

Remember, the journey is just as important as the destination, and the easier you make that journey, the more receptive the buyer will be to taking the action you want them to take.

Are you planning to create a customer journey map? What is holding you back? 

The post How to Create a Customer Journey Map (Even if You Have No Idea Who Your Customers Really Are) appeared first on Neil Patel.

Call Center Customer Service Practices

Call Center Customer Service Practices

In a firm that gives contracting out solutions, a collection of ideal techniques need to be enforced. This declaration applies in the location of phone call facilities given that it is essential to keep in mind that there have to be a particular collection of phone call facility customer support methods to make sure that the firm will certainly supply the very best of all the very best phone call facility customer care.

The term “call facility client service techniques” in this feeling is connected with the nature of the means on just how to obtain or brighten a certain provided customer support. As it is generally kept in mind, call facility customer support methods actually telephone facility flourish due to the fact that with telephone call facility customer care techniques individuals behind the telephone call facility will ultimately discover to establish as well as excellent their abilities.

Many call facility consumer solution techniques intend to totally improve the procedures as well as various other relevant points in the globe of phone call facilities, specifically those incoming and also outgoing client solution procedures. Many of phone call facility client solution techniques are made to enhance the monetary and also solution efficiency as well as the degree of commitment the consumers and also the phone call facility representatives would certainly present.

The phone call facility customer care techniques that a lot of the telephone call facilities somewhere else supply differ from staff member source administration, outbound telemarketing as well as outbound/inbound phone call monitoring, to solitary consumer procedures. Amongst the most up to date telephone call facility customer care methods that many phone call facilities used right into their very own firms are the vibrant, data-driven telephone call resolution assistance that make it possible for the telephone call focuses to supply even more constant client service. Substantially, with such sort of telephone call facility customer support methods, the effectiveness as well as the top quality of the customer support will certainly enhance, as well as in this setting of telephone call facility customer support methods, the high quality will certainly be obtained by thinking about the real-time stats as well as by implementing adjustments to call manuscripts.

Some various other phone call facility client solution techniques are made, such as the efficient consumer solution demand transmitting to raise consumer complete satisfaction as well as smart concern acknowledgment and also resolution to offer solution representatives with an extra well organized collection of demands from the consumers. Call facility consumer solution techniques deal with value-based client involvement modeling that advertises extra bought collection of timetables.

Amongst the most recent phone call facility client solution techniques that a lot of phone call facilities used right into their very own business are the vibrant, data-driven phone call resolution assistance that make it possible for the telephone call focuses to supply even more constant consumer solutions. Substantially, with such kind of phone call facility client solution techniques, the performance and also the top quality of the consumer solution will certainly enhance, as well as in this setting of telephone call facility consumer solution techniques, the high quality will certainly be gotten by thinking about the real-time data as well as by making feasible adjustments to call manuscripts.

Some various other phone call facility consumer solution methods are made, such as the effective consumer solution demand directing to boost client complete satisfaction and also smart problem acknowledgment and also resolution to give solution representatives with an extra well organized collection of demands from the clients.

The post Call Center Customer Service Practices appeared first on ROI Credit Builders.

Call Center Customer Service Practices

Call Center Customer Service Practices

In a firm that gives contracting out solutions, a collection of ideal techniques need to be enforced. This declaration applies in the location of phone call facilities given that it is essential to keep in mind that there have to be a particular collection of phone call facility customer support methods to make sure that the firm will certainly supply the very best of all the very best phone call facility customer care.

The term “call facility client service techniques” in this feeling is connected with the nature of the means on just how to obtain or brighten a certain provided customer support. As it is generally kept in mind, call facility customer support methods actually telephone facility flourish due to the fact that with telephone call facility customer care techniques individuals behind the telephone call facility will ultimately discover to establish as well as excellent their abilities.

Many call facility consumer solution techniques intend to totally improve the procedures as well as various other relevant points in the globe of phone call facilities, specifically those incoming and also outgoing client solution procedures. Many of phone call facility client solution techniques are made to enhance the monetary and also solution efficiency as well as the degree of commitment the consumers and also the phone call facility representatives would certainly present.

The phone call facility customer care techniques that a lot of the telephone call facilities somewhere else supply differ from staff member source administration, outbound telemarketing as well as outbound/inbound phone call monitoring, to solitary consumer procedures. Amongst the most up to date telephone call facility customer care methods that many phone call facilities used right into their very own firms are the vibrant, data-driven telephone call resolution assistance that make it possible for the telephone call focuses to supply even more constant client service. Substantially, with such sort of telephone call facility customer support methods, the effectiveness as well as the top quality of the customer support will certainly enhance, as well as in this setting of telephone call facility customer support methods, the high quality will certainly be obtained by thinking about the real-time stats as well as by implementing adjustments to call manuscripts.

Some various other phone call facility client solution techniques are made, such as the efficient consumer solution demand transmitting to raise consumer complete satisfaction as well as smart concern acknowledgment and also resolution to offer solution representatives with an extra well organized collection of demands from the consumers. Call facility consumer solution techniques deal with value-based client involvement modeling that advertises extra bought collection of timetables.

Amongst the most recent phone call facility client solution techniques that a lot of phone call facilities used right into their very own business are the vibrant, data-driven phone call resolution assistance that make it possible for the telephone call focuses to supply even more constant consumer solutions. Substantially, with such kind of phone call facility client solution techniques, the performance and also the top quality of the consumer solution will certainly enhance, as well as in this setting of telephone call facility consumer solution techniques, the high quality will certainly be gotten by thinking about the real-time data as well as by making feasible adjustments to call manuscripts.

Some various other phone call facility consumer solution methods are made, such as the effective consumer solution demand directing to boost client complete satisfaction and also smart problem acknowledgment and also resolution to give solution representatives with an extra well organized collection of demands from the clients.

The post Call Center Customer Service Practices appeared first on ROI Credit Builders.