2. Update your customer journey map
Posted: Sun Feb 16, 2025 4:46 am
Consumer preferences are constantly changing, meaning the customer journey is, too.
Set yourself up for omnichannel success by researching customer behavior. Use that information to refresh your understanding of your target audience. How have their preferences, pain points and needs evolved? Combine information from multiple sources to accurately understand who they are today.
These sources might include surveys, questionnaires, analytics tools, focus groups, CRM data. Use whatever you have at your disposal.
A screenshot of the Conversation tab of a Listening Topic in Sprout Social. The Conversation tab displays a Related Word & Hashtag table, which shows how the top keywords and gcash data hashtags in a reporting period are being discussed according to the keywords most commonly used with them.
We’re biased, but social listening insights are a must-have for this step. A social listening tool (like Sprout’s) can help you detect customer pain points before your competitors catch on. It can also illuminate new opportunities for personalization or superior customer care. The timeliness of these insights are crucial to keeping your strategy effective and up-to-date.
3. Identify key collaborators
An omnichannel strategy is made up of several moving parts. It’s not something that can be implemented with the flip of a switch. There’s an adoption period, where you’ll figure out who you should work with to make your vision a reality.
Set yourself up for omnichannel success by researching customer behavior. Use that information to refresh your understanding of your target audience. How have their preferences, pain points and needs evolved? Combine information from multiple sources to accurately understand who they are today.
These sources might include surveys, questionnaires, analytics tools, focus groups, CRM data. Use whatever you have at your disposal.
A screenshot of the Conversation tab of a Listening Topic in Sprout Social. The Conversation tab displays a Related Word & Hashtag table, which shows how the top keywords and gcash data hashtags in a reporting period are being discussed according to the keywords most commonly used with them.
We’re biased, but social listening insights are a must-have for this step. A social listening tool (like Sprout’s) can help you detect customer pain points before your competitors catch on. It can also illuminate new opportunities for personalization or superior customer care. The timeliness of these insights are crucial to keeping your strategy effective and up-to-date.
3. Identify key collaborators
An omnichannel strategy is made up of several moving parts. It’s not something that can be implemented with the flip of a switch. There’s an adoption period, where you’ll figure out who you should work with to make your vision a reality.