A Mile in Their Shoes - The Customer Journey
Do you know the process your customers take to buy and connect with you?
Their journey is often filled with many steps, stops and starts. What you do to help them along the way makes all the difference in gaining a competitive foothold. Taking action to improve the experiences your customers have within that journey can convert them from shoppers to customers, and then to advocates.
Too often customers don’t ask for what they want, and rarely do they behave in the way you expect them to; however, they are telling others directly in social media. Taking a walk in your customer’s shoes isn’t necessarily a walk in the park, but it can provide a rich and contextual view into exactly where the customer is in their journey. It helps you locate and remove the barriers preventing customers from reaching the next level of commitment.
Taking this view of your customer’s world lets you make better informed and faster decisions about value propositions, brand strategies, and, more importantly, how to engage customers.
Predicting Their Next Steps - Shopping, Sharing, Advocating
We’ve created a structured approach to social intelligence that not only shows you the journey path your customers are on, but also their likely next steps. Unlike any other system, SDL’s Customer Commitment Framework™ (CCF) uses a curated subset of one of the only data sets that’s completely user-generated, global and continuously updating – social data.
With CCF you gain insights from the social dataset enabling you to directly impact the quality of your customers’ experiences. This data-driven approach to decision making means you have the ability to look backward, forward – and most importantly – to make predictions about how your customers shop, share and advocate for you.
The insights gained from CCF provide the diagnostics you need to:
- Identify and remove barriers to shorten the purchase cycle and create a stronger, more relevant value proposition
- Ensure the creation of continuously relevant, engaging content that inspires your customers to amplify your message online and offline
- Elevate your brand’s standing among customers so that they identify advocate for you