Map your customer journey
Map your customer journey to highlight all the touch-points and interaction which your business/ brand interacts with your customers. For a premium cafe, it could start when the customer makes an online reservation or calls for one and includes the interiors, food & beverages, service etc.
This helps to
- Highlight the problems, the good experiences and opportunities to improve
- Rethink existing processes or create new ones to suit the requirements
- Bring the right focus on the experience
- Align everyone in the organization to the same goal and do what is best to get a better experience for customers
For example, Airbnb helped travellers find cost-effective accommodation at homes and lodges. After some time, Airbnb found that travellers wanted more and looking to experience the local locations and activities, beyond what conventional tours provided for. In 2017, Airbnb Experiences was launched, whereby Airbnb hosts could offer guests additional activities that would be interesting to travellers with a local flavour. Like seeing Yakshagana in Udupi. This has enabled travellers to have a local immersive experience plus ad value to the whole Airbnb proposition