The company that successfully adopts customer phone database experience has learned to place the customer at the center of the business, so that all its actions are guided based on the public's perspective. In more practical terms, whenever a consumer reads content on a company's blog, for example, there is already a customer experience there. Likewise, if he accesses the frequently asked questions page about a product, this can start to build a lasting relationship, generating future sales, loyalty and brand awareness. Therefore, the primary objective of CX is to add value at all points of contact with the consumer. How to have processes focused on the customer experience? For the customer experience to occur and be successful, it is necessary to have some basic elements. To learn more about it, follow the subsections below. Touchpoints In addition to the blog we talked about, sending emails, telemarketing and social networks are also considered points of contact, or touchpoints. However, more important than having a presence in these places is seeking to provide the consumer with a memorable experience.
Each of these touchpoints has its own particularities, and it is up to the company to know how to extract as many good experiences as possible. If this does not always happen, it is essential to adopt the so-called continuous improvement of processes, in order to adjust everything that has not been efficient until now. Customer journey The customer journey is something that is more visible online and basically consists of the attraction, recognition and decision phases. An example that helps to better understand how this occurs is when a potential customer types a keyword into Google. Assuming that your initial intention is to find out about a topic, you will find a series of content that will aim to take you to the next stage of the journey. In the recognition phase, this person is already aware of their pain and needs, so they begin to consume more content on the topic.