Evaluate the status quo and identify potential for improvement

[mouakter16]

If you want to improve the customer experience, you should start by taking a look at your sales funnel. Every business has a unique sales funnel, but there are some general steps you can take to improve the customer experience at each stage of the funnel.

In order to adequately assess the current state of the customer journey, we recommend both qualitative and quantitative methods. Data is your best friend in these areas.

a) Qualitative analysis of your customer journey touchpoints
Qualitative analytics allows us to dive beneath the surface and honduras phone numbers understand how people feel and why they do the things they do (or love the brands they love).

Focus groups, 1:1 interviews or user labs are examples of market analyses. However, there are also simpler methods to obtain helpful qualitative information without much effort.

You can do this immediately:

Put yourself in your customers' shoes and go through each step of the journey consciously and attentively. What do you see? What do you feel? What do you want? What are you missing?
Do the same exercise with your team.
Ask your customers directly what you can do better or what improvements they would like to see.
Get direct feedback from customers through telephone & online surveys or open feedback fields on your website
Then document your findings in an organized manner in writing so that you can access this information at any time.

b) Quantitative analysis of your touchpoints & journey
Instead of asking "why?", we focus on "what?" in quantitative analysis. The key question is: "What did the user do or how did he/she behave at a certain point in time?" Why he/she behaved in that way is not relevant here.