Total Customer Experience Management for your business
Is your small team making 375,000 Decisions a Day?
"The Customer Journey Roadmap includes every real or perceived interaction a customer has or should have had with a business, from the customer's perspective."
— Bryce Ebeling, CEO Maestro, Inc.
Designed for your business
Experience Automation allows the business owner and the staff to focus on what they do best — service and support the customer when the customer is in front of them while having the peace of mind knowing all other critical and important interactions with the customer are taken care of automatically. Maestro provides the best customer experience in between visits and notifies staff when a human needs to attend to an activity on those rare occasions automation could not complete an objective.
All too often people think of Customer Journey Management as customer touch-points and outreaches to a customer. The average company engaged in touchpoint management is roughly managing 10-25 different customer interactions that are either automated or semi-automated. Unfortunately, for these businesses who manage the customer journey in this fashion, when the customer journey roadmap is strategically defined, the customer journey often consists of 150-300 different touchpoints that also determine what needs to happen when a customer’s journey qualifies for more than one touchpoint at any given time. Just as important, the customer journey roadmap should never sit idle, but rather be constantly evaluated, managed and updated to achieve optimal results based on customer and staff feedback and contextual analysis.
Customer Journey Management isn’t about sending messages to customers as much as it’s positively reinforcing the brand values and influencing customer behavior. Customer Journey Management is also not adhoc messaging; it’s about highly targeted relevant and proactive communications to each and every customer based upon what makes that customer unique at a given point in their part of their journey.
You might be asking yourself how touchpoint management is different than Customer Journey Management, and that would be a great question. Let’s use a common example of how a Customer Journey Roadmap, powered by Decision Automation and Customer Journey Marketing can achieve a much better customer experience that is normal in today’s world.
From the Customer's perspective:
Have you ever had a pizza delivered 30 minutes or an hour later than was expected? Did you receive the obligatory apology from the delivery driver who was nothing more than the proverbial messenger? Probably. Regardless if this happened one or more times, at some point your loyalty to your favorite pizza delivery restaurant will fade, won’t it?
From the Business Owner's perspective:
As the owner of this business, you probably don’t think twice about these instances because they happen infrequently and every one of your competitors experiences the same challenges every once in a while. Additionally, what are you, as the business owner supposed to do? Your manager is already over loaded with work, already has 20 reports he has to run manually every day to schedule staff, assess their performance, manage inventory, etc. There just isn’t enough time in the day, right?
1. Joe Smith’s pizza was 15 minutes late: Joe receives a text message and/or email the following day providing a coupon for a free pizza on his next order.
2. Joe Smith’s pizza is more than 30 minutes late: not only would the text message or email go out with a coupon for a free pizza on Joe’s next order, but the manager would receive a SmartTask with instructions to personally call Joe and apologize for the inconvenience. The manager will also reference the forthcoming (or already delivered) coupon for Joe’s future use.
3. Most importantly, as the business owner, ensuring that task gets completed is impossible without Maestro. Let’s face it, staff is busy and all too often get caught up in daily activities to do anything more than they need to get done before their shift is complete. Maestro further checks the call logs of the integrated VOIP system to ensure that the completed task is also accompanied by an outbound phone call to one of Joe phone numbers in his customer record. If both those conditions are not met, notifications can be sent to the store manager’s superiors advising them that important activities being marked complete can’t be verified as such.
Use cases like this, are exactly why Maestro exists. How many more instances (we call them gaps), like this one discreet “slipped delivery” problem, exist in a business? Five, Fifty, Two-Hundred? How are these gaps affecting customers, staff or the business, whether or not the financial impact to the business can be quantified? What happens when a customer qualifies for more than one “gap” being monitored at a time? This is the value of Customer Journey Mapping and digitizing the journey map into BluePrints that are evaluated by a computer Decision Automation Engine.
In the example above, Maestro’s “Slipped Delivery” BluePrint could be configured to solve the challenge in any number of ways. How these individual gaps are configured are different for each industry and to be honest, each business.
What could this look like for your business?