![]() Start ideating results, and see if you can come up with some growth experiments, or product improvements that could help both eliminate pain points, and highlight gain points in the customer journey.įrom here, you can use some of your customer research to re-evaluate the language you are using to sell your product. Get it up on a whiteboard (virtual or real), and get your growth team in the room. This might be a similar use case, or function of a particular job role. “At what point did you get excited about the product?” Step 3: Workshop the Resultsįinally, once you’ve mapped out what your users are saying about the pain and gain points of your activation journey, start bucketing them into users with similar attributes. “What did you come to our app to do today?” “What’s the one thing that nearly stopped you from starting your free trial?” And make sure you have someone who is unbiased to conduct the interviews - leading the customer to tell you what you want to hear will not lead to success. Take some time to conduct real customer interviews - even if only with a handful of clients, so you can begin to qualitatively understand the customer experience. So you need to find areas for improvement, or you will not improve. This isn’t about blame for any moment leading up to this, it’s about improving upon what you have. You need to know there will be issues before conducting interviews if you want to improve. There is no point in second guessing all the way, but surprisingly, this is the step most companies fail to get right - either they don’t want to speak to real customers, or they lead customers to tell them something that proves that what they have in place is right. Step 2: Undertake Real Customer Interviews I like to visualise this with stickers because you can start to see where there are accumulation points of good and bad moments in the journey. These metrics can help you identify key sticking points, and areas that deliver value in your customer journey. List the key steps your customer will take in their customer journey. Once you have identified these key steps, get into the metrics and calculate your conversion rates for each step. Use this to create a simple funnel report like the one below: Step 1: Map your Customer Activation Journey If you need to go it alone, then essentially there are 3 steps that you need to follow - and you absolutely need to get it right for results. At Stratagem, we use a growth hacking and co-design process to work with your team of in-house experts to do this - book a 30 minute discovery call (free of charge) on this site if you want to discuss. ![]() I highly recommend getting someone external in to work with your in-house teams on this for a fresh perspective, and an unbiased ability to undertake customer and user research. It was obviously going to make our lives better. It was that whack-you-in-the-face “why didn’t anyone think of this before?” moment. The idea of being able to harness technology to hail a cab that could be nearby but not on your route home literally didn’t occur to us. That, or stand in line at a taxi rank - often in the rain. ![]() For many of us, myself included, walking home after a night out in the vein hope that a taxi would pass you by that you could flag down was just the reality of going out at the weekend. Let’s take Uber as a great example of a product that really hit the customer "Aha" moment.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |