Customer Journey Maps are narrative stories that allow you to see how a customer can use your product, how they will engage with your product, and how your product can provide benefit for them. Having a true and acceptable customer story allows us to find the most logical solutions for our problems.

Standard Titles, Unique Experiences

There is a general standard for creating a Customer Journey map but all journeys are unique. Creating a Customer Journey map is not easy because each stage of your e-commerce customer journey must be taken care of and personalized. You should analyze your audience well and personalize their experience, so that you will increase your engagement rate and cart size, and eventually get more loyal customers.

What you need to stay focused on is the fact that each step (touchpoint) should be optimized to put your customers at the center of the process, making their experience unique.

There are 4 main branches that we need to follow in order to create a Customer Journey; Awareness & Consideration, Decision, Delivery & Use, Loyalty & Advocacy. Every title must be considered in terms of customer & businesses’ own goals and activities as well as all touchpoints.

Let’s have a look at these titles in detail:

 Awareness & Consideration

1. In the first two stages, your customers will be in a discovery period. They will look for the fastest way to reach the service they want with communication tools in various categories.

At this stage, what we need to do is to organize your online tools well and try to capture a quality interaction with the customer. 11Sight can help you engage live with the touch of a button. A video calling service can give you a great competitive advantage amongst your rivals.

Decision

At this stage, your customers will make a decision among the products they find, based on their detailed comparative search. At this stage, what you need to do is to reveal what kind of difference you have from similar products. Your customer service quality is one of the main aspects that customers might consider when deciding.

Delivery & Use 

After making a decision, e-shoppers want to quickly reach the product they prefer. That’s why you need to make sure that your product is delivered to the customer quickly. At the same time, since you will still be in one-to-one communication with the customer at this stage, you can also offer similar product recommendations. With 11Sight’s one-click video engagement platform, you can make these recommendations in-person and help customers shop with larger carts.

Loyalty & Advocacy

Once your customer is pleased with the experience on your e-commerce website, they will be willing to come back for more. If they can engage with a real sales representative in advance, you can build instant trust and you can turn your customers into loyal advocates. They will be confident enough to order more from your store and tell their friends about the experience.

To conclude, to build a modern and digital customer journey, you need to be where your customers are. Probably we will be more and more inactive by time, because online services are easy and very fast to achieve. If you are a product or service provider, you should consider adopting a digital solution to get ready for the all-digital era. Try our solution today: 11to.me/11sales

Our founder and CEO Aleks Gollu’s article “Bringing the Showroom to the Living Room” was published in Ford Minority Dealers Association‘s 2nd Quarter 2020 newsletter.

Please turn to page 21 of the newsletter below to see the article.

In today’s digital world, customer experience is changing rapidly. Customer experience is at the forefront when it comes to the selection of brands and businesses. Businesses that care about the user experience generally want to engage with their customers interactively and personally. At this point, communication channels such as video calling applications come into play.

The ease of use in a rapidly evolving world is of great importance to all technology users. Customers expect businesses to be extremely attentive to them and answer their questions quickly. Businesses now use video calling platforms to increase customer satisfaction and build trust in the brand to achieve customer support in a reliable and good way.

With video calling, the aim is to create good customer experience in existing businesses, and provide faster solutions to customers with fewer contact points. Instead of using channels such as email, phone and text, video calls have become a quick, easy and productive solution.

Voice and video calling technology is the perfect option for the customer experience today. 11Sight gives voice and video calling support for your customers, giving your customers an accurate and easy access.

Increasing Customer Satisfaction with Video Calls

Participation in video calls is one of the most popular technologies businesses have implemented to raise the customer experience standard. With video chats, the business understands the customer better, while the customer can easily explain their problem. In this case, the customer’s confidence in the brand is developing in a fast and positive direction. Study shows that; video chat satisfaction rate is 73%, compared to 61% for email and 44% for the phone. In this case, we clearly see how important video calls are to customer satisfaction.

Video calls have become a proactive channel for customer satisfaction by offering customers full-time solutions. The reason is that it quickly solves the problems that occur, responds directly to contact requests and provides tailored, personalized solutions to customers.

If you want to take advantage of voice and video calling solutions with 11Sight, build trust for your brand, and show your customers that you care about them, contact us with one click! Stay tuned for more of our articles!

Today’s customers are far more different than how they were before. Think of a person born in the 90s. How many marketing trends has he witnessed? Marketing trends change as people change. Actually it’s not people who are changing. It’s their expectations. 

If you’re familiar with marketing, you have probably heard of the Marketing Mix consisting of 4Ps: Product, Price, Place, Promotion. Even this Mix has evolved over years. 2 more Ps were added to this mix: Process and People, because, as customers, we love being connected and we want to be involved.  Furthermore, the 6Ps have also evolved into something else; 4Es (Experience, Exchange, Evangelism, Everyplace). Forbes contributor Daniel Newman said, “Every experience point is a marketing effort. Taken in that context, everyone in the company becomes a marketer.”

The concept of 4Es makes more sense for the new generation customers, as well as us, customers adapting to the digital world. Es replaced the Ps and there’s more to come. Electronic data-processing analysis, online communications, and search engine systems elevate and bring about the changes in marketing efforts.

Experience packed with Product

Regardless of what you’re selling, providing an experience is a must. Retail industry and the pandemic dual shows us the collapse of physical stores. People don’t have to go to the physical stores and shopping malls to buy stuff. They can compare prices, read reviews and make payments from their mobile phones. Why would they go to the store?

Companies need to focus on both physical and digital experience of customers. Customers want information fast and accessible. Some brands are changing their physical stores with “experience stores” and decreasing the number of employees. They need employees for the digital world too.

Our solution offers 1-click video calls on websites, or even on social media platforms. You share a link or integrate a button and customers can video call your sales or support team from their phones, tablets or computers. Hence, you offer products with a smooth experience and satisfy customers’ needs fast.

Price shifts to Exchange

Values of products and services mean more than money to customers and companies of today. Exchange is the whole value experience in which customers are involved. Starts with the engagement and goes on for a lifetime. Parts of exchange include time, knowledge, emotions and money. Exchange emotions using live communication tools and grow your community.

Evangelism replaces Promotion

When you engage your customers with the digital or physical store, do not only target selling the product. Offer a great experience, make it so great that customers will become evangelists of your brand. Old-school billboards and TV ads don’t work for today’s customers. Satisfy them and watch the word-of-mouth do its part. 

Place is too narrow. Let’s make it Everyplace!

Reach the customers wherever they are. Don’t lose your track, because so much emphasis on technology-enhanced customer interaction can distract companies. Create consequential and unforgettable experience with an integrated mindset.

Have you been thinking of a way to engage with customers and Exchange the Experience at Everyplace to make them your brand Evangelists? We have a quick solution. Check out 11Sight’s free offer and keep up with the digital world!

Sources:

https://brand24.com/blog/the-future-of-marketing/

https://www.forbes.com/sites/pamdanziger/2017/07/25/retailers-need-new-tools-for-marketing-forget-the-4ps-embrace-the-4es/#b145dcb6412e

https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-changing-face-of-marketing#