Designing Tomorrow’s Customer Journey

“Your customers and their needs” is the core of your business.

In every industry, every business, one thing that remains constant for all its products and services is the customer. Without the customer, everything becomes insignificant. So, keeping in mind the most important entity of your business, all the plans, and strategies should be designed keeping in mind, their needs. Speaking through my personal experiences, it generally becomes a bit challenging for companies to get into the minds of their customers. 

Many times, I felt that this isn’t necessary for my company or me and that we are, at our best, understanding the needs of our customers. But it was not true at all.  Most of the times we wonder why a customer spends so long browsing our Website and not purchasing anything or why it takes so long for a buyer to go from Point A to Point B when we are delivering everything they need. And that is where we fail to understand his or her journey with our company. 

To resolve this, our Apex team at Ergode had successfully comprehended this customer’s journey to facilitate a seamless customer experience. The internal team unfolded their digital strategies and architecture to create experiences and omnichannel content that presented value to consumers.

The unparalleled growth of the digital world has unleashed a tidal wave of innovative technologies in the retail landscape. Our continuous research helped us identify that Natural language processing, Virtual Reality and Artificial Intelligence, and Internet of things have consolidated into compelling new solutions, from visual search platforms to smart digital assistants. 

And through all these processes, I learnt that amidst all the growing technology and advancements, the primary need of the consumers never took a backseat. Technology does play a crucial role in providing ease to the consumers and helps them evolve from their past shopping experiences, however, at the end of the day, it is only a means to an end as they are merely looking for the most convenient way to shop. 

It is challenging to pin down how a customer interacts with a brand today. From gaining awareness of a brand via social media to receive a “thank you for your purchase” email after a successful transaction – there are usually many and various steps in between that we often skip. Here are a few learnings that I have experienced:

1. Anticipate your customer’s needs, expectations, and desires during each part of the journey. Finding out what your potential customers need is only half the battle. To retain the existing customers, at Ergode, we even figured out why and when they need it. 
2. In order to craft compelling interactions with your consumers, you’ll need to know which technologies are best suited for each opportunity. That insight can only be gained by experimenting with them. Our internal teams ensure to assist every customer in the most convenient way to keep the customer happy and therefore get business for the organization. 

Remember that the excellent customer experience lasts the entire journey from browsing your website until the purchase is made.