What kind of customer experience do you offer? How can you ensure that every interaction with a potential or existing customer is memorable?
When it comes to digital customer experiences, knowledge is power.
You would need a map to go out into the wild. The same applies to digital strategies.
Continue reading to learn how to map your content and create a high-quality customer experience.
Step 1: Create the Map
First, understand the journey and the narrative in which your leads and prospects fit.
What is the first point between you and your customers? How can you re-engage customers to reduce churn? What are the steps between first contact and sale?
Analyze customer journey and map it out using a workflow diagram.
This structure will be the basis for your content strategy. This map will show you exactly which steps customers take and illustrates the whole process. It brings all members of your marketing department together.
Step 2: Identify the Friction
Next, identify the problems your customers are having.
Track their progress through the journey. Is there a particular point where you are losing customers? Are there any sections of your roadmap that need to be simplified?
These questions can be answered by simply analyzing your customers’ movement to conversion.
Even if you have a smooth operation, even if every section of your customer journey is optimized for success, improvements can still be made. It is a continuous process, so don’t stop working.
Step 3: Create the content
Once you have identified the pain points, it’s time to create content for each stage in the customer journey.
You can increase your email subscribers’ numbers by providing exclusive content to those who follow your email CTAs.
You can optimize your social media channels by diversifying your content approach using infographics and video content.
Search engine results may also not provide the best information. This can be fixed by implementing inbound marketing strategies that include high-quality content and industry authority.
Although this content isn’t targeted at specific user groups, it can still play a significant role in your customer experience roadmap.
Step 4: Analyze, Re-analyze
As mentioned in the post, creating the best digital customer experience is a continuous and endless process.
Your efforts will need constant analysis and reanalysis if you want to succeed.
You need to understand why a move you made to help customers on the path to conversion was not as successful or not as desired.
Take the time to review the data and reach out to customers. Also, take the time to examine similar efforts in your field.
You can always learn more, so you have an advantage over your competitors by having the best data.