Marketing buzzwords occur on a regular basis, and one of those buzzwords that have stuck around for approximately 10 years is Customer Experience Management, also known as CEM.
A mapping of the customer journey in connection with the personal meeting makes a lot of sense because we are of the opinion that the personal encounter is evolving to become the ultimate luxury. Time increases more and more in value. Because of this, it is also important to consider the customer's dividend in the equation.
In reality, there is not much reason to meet anymore if you do not think that relationships are important. It is both faster, cheaper, and easier to do most things online and on various digital gadgets. There are also digital customer journeys, but as strong believers in the discipline called face-to-face marketing, our focus is 100% natural on the staging of the personal meeting.
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Where do we meet?
We meet at fairs and exhibitions, conferences, seminars, roadshows - all types of events. And we meet at our customer's domiciles. Quite a few places when you think about it.
When we work with the customer journey map, we especially think that touchpoint and emotion curve analysis combined with the peak-end mindset makes the most sense to include in the processes. We use these to physically map the customer journey, that is from the parking lot, through the reception, and into the meeting with you, no matter where it takes place. In other words, we want to achieve some control over the journey itself, step by step. We use the tools to figure out what matters most. We use the tools to think about what the customer sees and when. There is a huge difference in what we can and must communicate in a place where the customer passes through versus a place where the customer stays put. We need to consider what the customer should (or can) remember, how to remember it and why.
For us, the train of thought serves to eliminate coincidences and strengthen planning. You are encouraged to experiment and observe. The overall goal is to give the guest maximum value every time. We see the mapping of the customer journey as value-creating AND competence developing, and then it's time to get started. Super exciting!
Optimize the customer journey with us.
There are many ways to work with the customer journey, we at Remarkable are specialists in face-to-face marketing, and therefore we use the customer journey map to optimize all the places where you meet your customer.
Remarkable would love to be part of your journey.
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