Post by account_disabled on Mar 5, 2024 11:23:51 GMT 1
Managing the brand experience is one of the most important branding tools to increase the competitiveness of a business. To improve this experience, one of the most powerful tools is the customer journey map . What is the customer journey map ? It is a Design Thinking tool that makes it easy to reflect on a map each of the stages, channel interactions and all the elements that a customer goes through in their relationship with a brand. It is, therefore, a key tool to understand and improve the user experience. More and more companies are aware of the benefits of the customer journey in their business strategy. It is a methodology with growing acceptance by all types of companies and institutions, and is used in many business schools and in all types of professional services. At Comuniza we have been using this type of approach for several years and we have our own tools to work under this scheme. Generating a brand experience is essential to be able to compete in complex and variable markets. Starting from that premise, we will tell you about the great benefits of the customer journey in your business strategy. work on brand experience Understanding the brand experience from the “customer journey” The concept of customer journey is a design thinking term that describes the cycles of a customer's interaction with a service, product or brand.
It can be described as the customer journey in their brand experience. Design thinking makes it easy to understand all these interactions in a unified, visual and operational diagram. The customer journey map is a very efficient design thinking methodology for the creation, analysis, improvement and training process. With its different versions, a tool of this style helps to get as close as possible to the client and be able to analyze how they think and what they want. In essence, understanding real needs and seeking to meet customer expectations is the best way to improve the customer experience. This map censuses and describes how they interact with the services or products they consume, how they discover Industry Email List them, how they use them, and the way or frequency they recommend them. It details each touchpoint and places it in the phase of that journey, whether discovery, consideration, decision, use or display. Brand experience intensively uses this type of work methods because it is crucial to correctly design products and services, so that they exactly understand the needs and feelings of users. The key is to find empathy with customers, understand how they feel throughout the purchasing process: welcomed, lost, frustrated, impatient, disoriented. It is important to use these research techniques that help stay in touch with users.
The approach to the customer journey is different when we think about UX than when we think about branding. The customer journey according to UX has to do with when the user is interacting with a brand platform. On the other hand, the customer journey from a branding perspective does not require this contact and refers to broader situations than a relational or transactional context. In short, there is no UX apart from use or consumption, but there is branding apart from that. And this is precisely the strength that brand experience can bring to the user experience: it extends to many more contexts. The customer journey should be carried out as a tool to design all the states that the user goes through and thus seek to improve their experience. Knowing the best customer experience means understanding the feelings that customers create with the brand and the product. Improving the brand experience involves detecting areas for improvement and managing new opportunities where it is relevant. A good user journey will allow us to observe the steps that must be taken in the development of any service or product. By carrying out this scheme, we will be able to determine the satisfaction of the real needs of customers and align it with the brand experience that we want to provoke. Behind this work we find market positioning, corporate culture, the story we want to display and the meanings with which we want to associate our brand.
It can be described as the customer journey in their brand experience. Design thinking makes it easy to understand all these interactions in a unified, visual and operational diagram. The customer journey map is a very efficient design thinking methodology for the creation, analysis, improvement and training process. With its different versions, a tool of this style helps to get as close as possible to the client and be able to analyze how they think and what they want. In essence, understanding real needs and seeking to meet customer expectations is the best way to improve the customer experience. This map censuses and describes how they interact with the services or products they consume, how they discover Industry Email List them, how they use them, and the way or frequency they recommend them. It details each touchpoint and places it in the phase of that journey, whether discovery, consideration, decision, use or display. Brand experience intensively uses this type of work methods because it is crucial to correctly design products and services, so that they exactly understand the needs and feelings of users. The key is to find empathy with customers, understand how they feel throughout the purchasing process: welcomed, lost, frustrated, impatient, disoriented. It is important to use these research techniques that help stay in touch with users.
The approach to the customer journey is different when we think about UX than when we think about branding. The customer journey according to UX has to do with when the user is interacting with a brand platform. On the other hand, the customer journey from a branding perspective does not require this contact and refers to broader situations than a relational or transactional context. In short, there is no UX apart from use or consumption, but there is branding apart from that. And this is precisely the strength that brand experience can bring to the user experience: it extends to many more contexts. The customer journey should be carried out as a tool to design all the states that the user goes through and thus seek to improve their experience. Knowing the best customer experience means understanding the feelings that customers create with the brand and the product. Improving the brand experience involves detecting areas for improvement and managing new opportunities where it is relevant. A good user journey will allow us to observe the steps that must be taken in the development of any service or product. By carrying out this scheme, we will be able to determine the satisfaction of the real needs of customers and align it with the brand experience that we want to provoke. Behind this work we find market positioning, corporate culture, the story we want to display and the meanings with which we want to associate our brand.
