More and more companies are recognizing how elementary a mature customer experience (CX) strategy is for competitiveness, and with it the importance of digitizing the entire customer journey. One thing is certain: enthusiastic customers remain loyal longer, buy more frequently, and even are more willing to pay a higher price. But the recommendation of product, brand and company should not be ignored either, because these components in particular are decisive multipliers in the acquisition of new customers.
But how can this desire be fulfilled, and thus a customer enthusiasm along the entire customer journey be ignited again and again at every touchpoint? The basis for this is created by efficient CX management that intensifies and improves individual relationships with the customer.
To do so, it is first and foremost important to know how the customer perceives us. In order to better assess our customers’ expectations, we need to take a fundamental look at the situation, redefining questions and scrutinizing previous answers. After all, in every customer interaction lies the possibility of innovation and thus the potential for competitive advantage. So if you align your business processes with each touch point, the solution is virtually within your grasp.
The Horus Method is a scientifically based but practice-oriented guide to analyze and model business models, processes, organizational structures or IT systems. It provides step-by-step support in modeling all necessary aspects of the entire customer journey and visualizes the processes in a structured and graphical way. The method offers flexibly combinable analysis modules using which you can respond to specific questions from different application areas. The results are quantitative and qualitative high-quality analyses, serving as a sound basis for decision-making for necessary company developments. The results are impressive: You get an insight into the customer journey with all individual touchpoints! This helps you understand which operational processes in your company are directly linked to customer interactions. Bottlenecks can be identified and unnecessary process steps uncovered. By doing so, you analyze and sustainably improve your customers’ buying experience.
Another plus: The Horus Private Community makes all content created with the Horus Business Modeler available to all authorized persons, regardless of device. This way, different user groups can be integrated into the digital innovation and knowledge management, share their knowledge with each other and solve problems together – collaboratively and effectively, Social BPM!
Author: Marion Rosemann