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Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
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A Definitive Approach To Drive Customer Experience Through
Customer Journey Mapping
Customer Experience is no longer about magic moments or discovering silver bullets. Using a journey-based approach allows you to discover a customer’s experience in their own eyes across the sum of interactions with your brand. CloudCherry provides the opportunity to follow the customer across 17 different channels, driving contextual real-time conversations with customers on the channels they choose.
Only through a journey-based approach can teams assess what can be improved and optimized across each touch point to drive loyalty, engagement and evangelism. To predict a customer’s likely actions, we need to turn back the pages and engage them across their entire omnichannel journey first.
Most companies create a single customer journey map across all points of interaction, but different cohorts of customers might have radically different customer journeys. For example, consider a retailer like PUMA that sells products online and in physical stores. They may have two micro journeys in addition to an overall customer journey map for:
• Online customers
• In-store customers
• Blended customers
To truly understand the influence of each touchpoint on an individual customer, companies need to understand the context of the interaction. Managing experiences through the lens of multiple micro journeys allows for companies to see the big picture – and to make data driven decisions.
Most dashboards swamp you with graphs and visuals. At CloudCherry, we recognize that along with showing you a ton of valuable data, we also need to help you cut through the clutter. In the Recommended Goals module, we identify exactly what concrete actions from you can impact your business performance positively. This function allows you to uncover the factors that most significantly impact your business, even as you use the host of other analytical tools on the platform to truly understand your customer experience drivers.
Analyzing each part of the customer journey allows us to drive incremental improvements in each part of the journey – leading to a cumulative impact over the customer’s lifetime. There’s a big gap that exists between asking customers for feedback and then taking relevant action. To transform your customer experience, you need to take your data from descriptive to prescriptive actions.
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