{"id":47208,"date":"2020-02-07T02:36:52","date_gmt":"2020-02-07T07:36:52","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=47208"},"modified":"2023-09-13T08:13:21","modified_gmt":"2023-09-13T12:13:21","slug":"top-5-missed-opportunities-in-the-cx-journey","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/top-5-missed-opportunities-in-the-cx-journey\/","title":{"rendered":"Top 5 Missed Opportunities in the CX Journey"},"content":{"rendered":"

In today’s market, customer experience is the great differentiator. The more <\/span>personalized <\/span>the customer\u2019s journey<\/span> with your brand or product, the better chance you have to form a lasting relationship with your customer.<\/span><\/p>\n

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Businesses are fully aware of how valuable their customers are to the overall success of their businesses. However, despite this, many of these businesses have no clue about what they need to do to resonate with their audiences.<\/span><\/p>\n

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Don’t take our word for it. <\/span>An Avaya survey found<\/span><\/a> that while 95% of businesses agreed that customer experience management strategies were important to their success, only 59% had an active strategy in place.<\/span><\/p>\n

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What is a CX Journey?<\/b><\/h2>\n

CX, or <\/span>customer experience<\/span><\/a>, is a broad concept that includes all of a customer\u2019s interactions with and impressions of your brand. Think of the customer experience journey as a roadmap detailing all the experiences a customer goes through when engaging with your brand. Instead of looking at customers as one half of a transaction or part of some abstract customer experience, <\/span>customer journey<\/a> mapping<\/span> documents the full experience of being a customer.s<\/span><\/p>\n

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Your customers interact with your brand through a series of touchpoints, each of which has the potential to impact a customers’ perception of your brand, influencing their decision about whether to purchase your brand or not.<\/span><\/p>\n

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Due to the many touchpoints along the customer experience journey, many businesses find it challenging to pinpoint precisely where to focus their efforts, resulting in many missed opportunities along the CX journey. Still, a few best practices can help you to stay on track.<\/span><\/p>\n

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Top 5 Missed Opportunities in the CX Journey<\/b><\/h2>\n

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Opportunity 1: Showcase your product in its natural environment<\/b><\/h3>\n

Rethink the process of selling your product by going beyond packaging and presentation. Customers are increasingly becoming more interested in seeing how the product is used in real-life situations.<\/span> Rather than simply showing the Echo as an item in a box or in some isolated display, <\/span>Amazon’s decision to <\/span>present the Echo<\/span><\/a> within a family setting is an excellent example of how to showcase a product in its natural environment.<\/span><\/p>\n

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