Voici comment vous pouvez améliorer les cartes de parcours client avec une pensée logique.

Logical thinking also involves leveraging data to inform your decisions. Analyzing customer behavior data, such as how long they spend at each touchpoint or where they drop off, can provide valuable insights into the effectiveness of each step.

I think any journey has to be logical, that's the part everyone should understand and should have no problem with. Trying to "delight" a customer is where the challenge lies. With every logical step ask yourself how can I delight the customer every step of the way. Putting yourself in the customers journey is a sure way to understand this. You can also think about combining steps for a more fluid journey or eliminating unnecessary ones. I think David Green said it best, “If customers don't find enjoyment and satisfaction by coming into your store, it won't matter if you have the greatest, fanciest, most sophisticated business model in the world.”

Analysing the patterns, behaviours and practices are a great way to put data to use and derive actionable results from it. Once you recognize the patterns it will be easier to come up with strategies to deal with it.

Consider creating multiple journey maps for different customer personas or scenarios. This approach allows you to see how different types of customers interact with your business and identify unique needs and pain points for each group. By tailoring the journey to various segments, you can provide a more personalized and effective experience for a wider range of customers.

Don't just map the touchpoints, analyze the "why" behind them. For each stage (awareness, consideration, purchase, etc.), use logic to map the reasons why a customer would progress or abandon the journey. For example, encountering a confusing website during consideration might lead to abandonment, while a positive customer service experience might lead to a repeat purchase.

Involving stakeholders from different departments in the creation and analysis of customer journey maps can provide a more holistic view. Marketing, sales, customer service, and product teams all have unique perspectives and data that can enrich the journey map. This collaborative effort ensures that all touchpoints are aligned and contribute to a seamless customer experience.

Enhancing customer journey maps with logical thinking involves implementing changes based on insights. Analyze data to identify pain points and opportunities, then plan and execute improvements logically. This structured approach ensures that updates to the journey map are both strategic and practical, ultimately leading to a smoother and more satisfying customer experience.

Scheduling quarterly 1:1 interview with customers, and internal stakeholders to gather feedback and insights has proven to be a simple yet effective way to identify gaps in the customer journey, and work on possible solutions. It is important to challenge your own belief systems and biases and regular interviews with current customers, churned customers, and prospective customers is an efficient mechanism.