A customer journey map that is actionable and a current representation of the customer’s experience with your company is too valuable a tool to file away on a disk somewhere. How you make use of it is an indicator of the vitality of your company. Use it as a basis to continuously enhance customer experience.
Customer engagement is an indicator of future engagement
Tracking customer engagement gives you visibility into where your customer is now and helps predict what they might do in the future. So that you can encourage and nurture even more engagement.
SMB challenges on the technology frontier
A big challenge for small-to-medium business is how to leverage advances in technology in cost effective ways. Understanding what tech can do for you, and then trying to find a way that you can do it with the tools you have that fit into your budget.
Customer Satisfaction is complex
As we all saw this past year, things can change and change quickly. Customer Satisfaction metrics can be an early warning system of the health of our business. Before you see it in the other metrics like churn, retention, customer lifetime value.
Owning your customer data in a cookieless future
A cookieless future is still in the future? Will you be ready when third-party advertisers can’t target and track as well? Can you change your perspectives of how we handle our customer data and privacy?
Holding the short and the long view
A year in review exercise can help align our short term objectives with our long term vision. A worthy goal for business leaders.