![]() But to retain customers, you must reliably fulfill their needs. Customer retention means more value from your existing customer base. Not only will this increase accessibility for hearing-impaired individuals, but will also get increased viewership from on-the-go consumers who either can’t or don’t want to play sound due to where they view content – on the bus, in a quiet place, or privately at work (sorry employers). But don’t forget to add closed captioning. Live streaming video is growing in popularity and search-friendly video makes short, consumable videos a must for syndication across your digital and social platforms. Couple that with the more than a billion hours of videos are watched on YouTube each day, and that should tell you something. According to Forbes, “The 2018 Global Consumer Insights Survey by PwC confirmed not only that consumers evaluate authenticity when deciding whether to trust a brand with their business, but also that 91% of them are willing to reward a brand for authenticity.” Authentic content matters. More Authentic and Video-Rich Content.See some of our recent journey mapping work: Sunspire Health Journey Maps. ![]() This can be done via surveys or other quantitative methods. Additionally, remember to incorporate action and metrics planning into the journey map by adding metrics to key touchpoints and re-measuring that data over time. Getting ahead of pitfalls means increased conversion. By fully understanding your customer’s journey – and thoughts and emotions along the way – you can better anticipate their needs and help remove obstacles. Manage (and Measure) Your Customer Journeys.To kick-off 2019, we’ve outlined a few customer experience (CX) solutions that you should continue executing (or start if you haven’t already), new strategies consider, and a few forward-looking tactics worth learning about. Whether that’s choosing the right credit union, reviewing insurance benefits, or finding a primary care or specialist physician for a family member. Today’s customer, whether in retail or healthcare, seeks an integrated and frictionless digital experience that makes their life easier.
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