Customer Journey Maps, startupuri est-europene, mantre in Silicon Valley, carti #decitit + un eveniment HEC Paris Alumni 🎈
Dragii mei,
A venit timpul pentru un nou newsletter plin de recomandari, cu articole si evenimente care sa va inspire, provoace, dea de gandit :)
De ce sa construiesti un Customer Journey Map pentru startup-ul tau?
"Customer Journey Map" este un element cheie in mai toate procesele moderne de inovatie si antreprenoriat (Design Thinkinng, Growth Hacking, UX, Lean) si exista o multime de variante pe piata, dar mai jos sunt prezentate 5 principii fundamentale pentru orice varianta ati folosi:
1. They’re written from the customer’s point of view, not the company’s. The purpose of the journey map is to close the Empathy Gap between marketer and consumer. This can be tricky to do from inside an organization. That’s why I recommend brands hire an agency to build their journey maps, to get the benefit of an outsider’s view.
2. They combine the mechanics of experience with the customer’s emotional response. Here’s where the magic happens. The magic of journey maps doesn’t come from documenting a customer’s experience. Instead, it’s from combining the mechanics of experience with the emotions and perceptions of a customer. One without the other is a story without substance (or vice versa).
3. They document the customer’s omnichannel journey. Journey maps capture how people use multiple touchpoints. From a customer’s view, every interaction is part of one significant experience. There’s no online or offline, above-the-line or below it. It’s only one company, one product, and one experience to them.
4. They are visualization tools. The challenge of managing the customer journey is vast, but the upside is significant too. To get buy-in for CX initiatives, you’ll need everyone on the same page regarding pain points, challenges, and opportunities. The visual nature of the CJM has two benefits. One, everyone gets closer to understanding the complexities of your customer experience. Two, you can use it as a socialization tool to gain alignment and buy-in from internal partners.
5. They define and capture the phases of the customer purchase journey. Ultimately, customer experience initiatives need to drive ROI. By aligning the journey map to a customer path with a measurable goal, you can keep everyone focused. Without this aim, it’s easy to get lost in tactical initiatives that drive short-term action, but no long-term gains.
Studiati procesul aici si start journeying!
Articole si evenimente pe care le recomand:
Pe 26 noiembrie, HEC Paris Alumni Romania m-au invitat sa discutam despre investment si experienta mea de business angel. Evenimentul este deschis, in masura locurilor disponibile, si prietenilor #HEC, iar eu abia astept sa raspund intrebarilor legate de #startuplife ;) Detaliile in link.
Un interviu pe care orice antreprenor trebuie sa il citeasca: "Care sunt cele mai importante nevoi pe care trebuie să le atingi pentru utilizatorii tăi țintă? Dacă încerci să fii orice pentru toată lumea, în orice scenariu, creează o capcană care duce la un produs care nu e complet sau comprehensiv."
S-a lansat HTW Eastern Disruptors Report. O radiografie a ce se intampla in ecosistemul #startup din regiune.
O colectie foarte buna de carti pe care fiecare founder ar trebui sa le citeasca.
"The moves all point to a new gospel that is starting to spread in start-up land. For the last decade, young tech companies were fueled by a wave of venture capital-funded excess, which encouraged fast growth above all else. But now some investors and start-ups are beginning to rethink that mantra and instead invoke turning a profit and generating “positive unit economics” as their new priorities."
Astept impresiile voastre,
Dragos
