Customer Experience (CX) is a topic that has become increasingly relevant for marketers. In fact, it’s predicted to overtake price and product as the key brand differentiator for consumers. As customers’ expectations of brands are increasing, they expect brands to know them and are often willing to pay more for a great experience.
We’ve developed a guide which examines the importance of customer experience and explains what to consider when attempting to influence how your customers’ experience your brand. The guide explores the growth of customer experience, examines key trends, as well as best practices. It also emphasises the importance of an omnichannel approach to increase customer satisfaction and retain more customers.
This guide also includes a bonus editable customer journey map template.
As the guide shows, mail can add value to the customer journey – 70% of consumers say that receiving mail makes them feel valued.* And 38% of people bought or ordered as a result of receiving direct mail.^
*Compared to 30% for email. Kantar TNS 2017 and Royal Mail Marketreach, ^ As a result of receiving mail in the last 12 months. IPA Touchpoints 2018
We’ve created an editable Customer Journey Map Template to help you start to audit and plan for better customer journeys. By auditing your customer journey you can identify challenges and problems and find areas that can improve how your customers and prospects experience your brand.
It’s designed to bring customer touchpoints into a single framework to help you identify areas of improvement.
The Customer Journey Map template can be accessed within the guide.