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Customer Journey Mapping and Preparation
By Jeff Alford, SAS Insights editor
The customer journey can take many paths. It can be fast, smooth and as pleasant as a relaxing drive on a newly paved road; or it can be bumpy, frustrating and fraught with detours. Making the customer journey consistently satisfying comes down to three things, according to Jonathan Moran – planning, insight and flawless execution.
Moran and his SAS colleague, Wilson Raj, sat down with the International Institute for Analytics to talk about the current state of the customer experience. The result is this report: Achieve Customer Centricity in a Hyper-Connected World.
Enabling the best customer experience means you must be able to see all of your customer data (online and offline) in a unified way (think data hub). And it really needs to be all of your data – purchasing, social, third party, interdepartmental and even from outside of your brand.
Consumers long for that emotional connection in a world of overabundant and often distracting messages.
Which customer is this?
What is the single biggest mistake that companies with a poor customer experience make? Failing to effectively use the data they’re collecting to instantly and accurately identify loyal customers; and, recognizing their needs and interests -- no matter what channel the customer chooses. The answer? Analytics.
With analytics, you’ll be able to take the diverse and divergent customer information to make the best possible offers, score customers’ likelihood to purchase and more accurately forecast sales. Analytics will also help you avoid annoying your customers with too much contact or irrelevant offers and will help you better identify when they’re really ready to buy (and not just window shopping).
That’s the operational retooling; next, you need to change the way your marketing team thinks about the customer journey.
Several areas of your marketing mindset need rewiring, and it’s no surprise that analytics plays a crucial role. Because your customers are moving in and out of your channel so quickly, if you blink you could miss them. With customers moving at the speed of click, if you don’t make a relevant offer immediately, you can lose a sale. That’s where analytics capabilities like event-stream processing and marketing automation can help.
To stay ahead, these and other innovative approaches are crucial. “You have to be trying new things and assessing the results continuously, using data and analytics to shape and test new offerings and messages. This acceleration usually requires dismantling the silos and promoting collaboration both inside and outside the brand,” Raj says.
An additional challenge is keeping track of customers as they move from one of your channels to another, or switch from a smartphone to a laptop. Without a unifying platform, your efforts can quickly become fragmented and the offerings irrelevant.
“Customer centricity is not just a rallying cry, not just an attitude toward the customer. I view customer centricity as a strategic operating model where all your channels are aligned so that you present one face to the customer, and the customer has one face to the brand,” Raj says.
Make the effort to really connect with your customers
It's important to remember that how customers feel about your brand plays an equally big role.
“I think it’s important to emphasize the power of the emotional aspect,” Moran said. “You want your customer to be delighted with the interaction or the message that they receive from your brand. You want them to think 'Wow, this brand really gets where I am, what I need and how to deliver it to me.' Consumers long for that emotional connection in a world of overabundant and often distracting messages.”
Two companies that get it right
The real proof of the payoff of using all your data (and the principles discussed above) is creating exceptional customer experiences. Moran and Raj each have a favorite example of a company that puts the customer front and center that illustrates the rewards that focus brings.
For Moran, it’s the telecom provider Telenor. With more than 200 million subscribers, it still manages to excel at being customer focused.
How? Telenor sends contextual sales tips to their front-line agents that are available on a variety of internal channels. Their marketing automation platform can also send the agents a next best offer or action in under a second. What makes this possible is more than 70 models. It allows Telenor to do everything possible to respond to customer quickly and satisfyingly. To put it in perspective, most organizations limp along on a handful of models. The result of Telenor's approach is steady, year-over-year revenue increases.
Raj’s favorite is Vail Resorts. Putting an RFID tag in every ski pass enables Vail Resort to take advantage of gamification and social media to increase brand recognition. More than 100,000 were registered in the first season. Those customers accounted for about 35 million social impressions. But it’s also a story about what Vail Resorts was able to do with all the data it collected via the badges. It uses the data to enhance every aspect of their customers’ experiences – airport shuttles, ski activities, dining and shopping.
This article is included in Keep them coming back: Your guide to building customer loyalty with analytics. You'll learn how to get more useful customer insights, build better relationship with your customer and much more.
If you want to learn more about the buyer's journey, here's a report on customer analytics and how you can use it to better manage your customer life-cycle efforts.