4 Strategies to Simplify the Customer Journey

Investing in new technologies, products, and services is a requirement to keep up in today’s hyper-competitive marketplace. But a new study that aggregated the results of hundreds of studies on customer preferences, found that an overwhelming majority of those studies reported simplicity as a top priority for consumers. For example, one survey, conducted by leading brand consultancy Siegel+Gale with over 15,000 consumers across nine countries, found that brands perceived as providing the simplest, most seamless experiences boasted both the strongest stock performance and the most loyal customers. Of course, simplicity is easier said than done. There are four interrelated steps that can help any organization deliver the smooth, simple experience today’s customers demand:
Identify and communicate what simplicity means to you.
Don’t just build a simple product. Build a simple customer journey.
To achieve external simplicity, embrace internal complexity. Remember that simplicity isn’t always the answer.
Full article: https://hbr.org/2021/05/4-strategies-to-simplify-the-customer-journey
submitted by /u/vesuvitas [link] [comments]