What is a customer journey?

We know how to create great customer experiences within your business but do you actually know what customer journeys are, and why they are important to your business?

What is a customer journey?

Put simply, a customer journey is the series of steps that you want a customer to experience when they use one of your services or based on some stored information in your CRM about the customer.

Why should my business have customer journeys in place?

Firstly, they are revenue streams, a great welcome journey for instance can deliver significant additional revenue. Secondly, in the case of email, they increase the reputation of your IP address which can lift your overall open rates. Thirdly (and most importantly), your customers will become loyal and remain loyal if the experience they get from you is relevant, timely and personal.

We offer a number of services to help you put in place a customer journey that leads to loyal customers. We identify ways to utilise data that generates revenue for your business; both in-house and online.

Maximising revenue throughout your customer journey

A customer journey allows you to guide the behaviour of customers, prompting them with automated calls to action at the opportune moment. Our CRM is able to analyse the data from all of your customer touchpoints to understand how to deliver the maximum ROI from every step of the journey. After agreeing the process we set automated triggers to ensure that when a customer’s behaviour triggers a milestone they’re informed of the next part of the journey e.g. "It’s your birthday in 4 weeks - would you like to have your birthday party with us?"

Every successful business has an in-house customer journey but it’s important to translate your in-house experience into a digital journey. We’re experts at delivering a digital customer experience. Talk to us about how to deliver yours.

For more information, get in touch with me or head over to airship.co.uk.