Happy Customer = Loyal Customer
In unprecedented times there are brands that catapult to higher market share and those that disappear into obscurity. The former are ones that know their customers and create exceptional customer experiences (CX) and build meaningful relationships.
DCX Strategy Enablement
Creating highly engaging Digital Customer Experiences (DCX) can be a daunting task, that’s why Konabos developed a nine-step process that helps guide the discussion and activities. Since this is an operational process, you can enter the “wheel” at any stage and move to the next step in succession.
Figure 1 Konabos’ nine-step DCX process: Identify Segments, Determine Goals, Define Personas, Persona Drivers, Customer Journeys, Engagement Stage, Content Analysis, Content Production, Test & Optimize.
As your business evolves and grows, so will your customers so you must know and understand those changes to deliver the right customer experience and align your digital strategy accordingly.
Determine Strategic Goals
Every customer experience has specific goals attached to them from three points of view; the customer’s, the business’, and the marketer’s. Through experience workshops, we ensure that all three are aligned.
It’s been said that you don’t truly know someone until you’ve walked a mile in their shoes. So, when creating amazing customer experiences, we need to know our customers intimately and better than our competitors know them.
In alignment with knowing our customer personas, is knowing what matters to them and which behaviours drive engagement and ultimately conversations toward conversions.
Customer Journey Mapping
Every customer is unique, and thus so will their journey be with your company. Knowing the key milestones along the way will help keep customers happy and engaged.
Having worked with many organizations, we’ve learned that knowing which KPIs “really” matter and which are merely “feel good” metrics is an important skill that is lacking. Remember, you cannot improve what you do not measure.
In the digital world, content is still king. As you look at your content, ask yourself, “what is the purpose of this content?” Does it solve a problem or fill a need for my customers or the organization? Content can serve many purposes, and each should help in creating the strategy.
In 2019 and 2020, there was a huge buzz around the “content crisis” and how companies were struggling to keep pace. Konabos can help you create purposeful content that will rank better in search engines. We create content that supports your customers, your internal stakeholders, field reps, and answers the key questions your prospects are asking.
Finally, the process is testing your assumptions. Here is where you check all your data points and ensure they are telling the right story. Measure your new engagement against established baselines and adjust your customer experiences accordingly.
Insights + Strategy Alignment = Predictable Customer Acquisition
The Konabos DCX Strategy team can help you wow your customers and gain the insights you need to give them the right information, at the right time. Here are our most popular strategy offerings:
DCX Strategy Enablement Workshops