Today the SSD community gathered to discover how to build a desired customer experience. While many companies have taken steps to define a remarkable and differentiated journey for their customers, significant gaps often exist between the “as-is” and “to-be” experience. John Zuk, a Principal with Waterstone Management Group, discussed some of the pitfalls that companies face when building the structure and capabilities needed to deliver their desired customer experience as well as accelerators that can help deliver results more quickly.
So many customers fail to really understand their customer’s journey. Many of us have case studies about our customers but case studies don’t tell the whole story. One of the best story telling tools we have is Customer Journey Mapping. It tells the story of the customer experience from initial contact, through the process of engagement and into the long-term relationship.
Today’s guest post was contributed by Waterstone Management Group. Waterstone is a boutique management consulting firm that helps technology companies and investors create measurable value by identifying and capitalizing on disruptive growth opportunities and by driving excellence in Services, Cloud and Customer Success. Follow Waterstone on twitter @WaterstoneMG, or sign-up for their quarterly newsletter to receive visionary insight.
Subscription businesses are built around fostering continuous, long-term customer relationships. Ensuring your customer has a remarkable experience throughout the entire lifecycle is vital. To achieve an exceptional subscription-based customer experience, two golden rules of engagement must be followed.
Check out this paper by Waterstone’s Dhaval Moogimane, Partner, and Steven Michalkow, Associate, in which they outline the two golden rules of customer engagement, the hurdles companies face in following them, and the power of customer jo ...