For many organizations, knowing where to start with digital can have a profound impact on a manager, product team, or even the organization as a whole. Even for those organizations that have been dabbling in digital—perhaps with a mobile-friendly website or an intranet that helps manage customer support—decisions on how these systems are architected can be reactionary at best. In these scenarios, key internal use cases may be covered, but the general approach is typically to just make sure deliverables exist:
This kind of reactionary approach, however, does not drive engagement and retention. Under this approach, you’re unable to uncover—let alone capture—new market opportunities. Rather, it’s a sound system strategy that aligns operations and digital channels with a customer’s journey that reaches these lofty—and essential—goals. Goals Say Yeah helps you meet, efficiently and effectively.
Alignment with the customer journey is about understanding how digital can be leveraged at each stage of the journey to most effectively serve users and drive them towards business goals.
We identify this by balancing the following criteria:
The detail of each of these criteria involves many factors uncovered through research, expertise, and an understanding of both the market and the business. Nonetheless, these criteria are the four core considerations that set the tone for making effective decisions about your system strategy.
With these factors considered, we can then:
Our system strategy process not only helps ensure existing initiatives are working as effectively as possible, but we routinely help identify new areas of opportunity where service can be extended. New products can also be developed to further drive engagement and retention, and internal teams can be aligned to improve organization-wide service delivery and customer experience.
By aligning the stages of the customer journey with opportunities and capability of the organization to capture those opportunities at each stage of the journey, there’s a clear view of where effort can and should be spent in order to bring increasing value to consumers and improve organizational efforts, investment, and reward.
This visualization is an effective treasure map of opportunities and capabilities tuned to drive engagement across each stage of the customer journey.
For a detailed view into the foundation and execution of the system strategy framework, including some real world examples, we encourage you to arrange for a 60 minute presentation and Q&A with us.Get in touch to book your presentation
While the in-person system strategy presentation dives deep into the foundation of the framework, how to bring it into your organization, and includes additional perspective on a number of client case studies, we’ve made the slide deck available for free so you can begin to bring this essential framework into your organization.Download the slide deck
You can see now why the customer journey is such an important part of your service design and digital ecosystem decision-making. It isn’t hyperbole to state that it all begins with the customer journey.
The process you need to get to know your customers and discover exactly what they need in order to leverage the customer journey to drive service delivery and digital strategy.
Identifying key target marketing opportunities will help you compose an accurate customer journey for your users and uncover the most valuable and accessible market opportunities for your organization.
We focus in on key user behaviours that lead to positive business results, balance these against user needs, emotions, and motivations within the user’s continuum of needs, and use these criteria to outline and work with you to get an effective digital product to market as quickly as possible.
Across every stage of strategy, design, and development you have the opportunity to increase the value of your efforts. With continuous improvement, you can realize the benefits of better connecting with your consumer, driving them towards organizational goals, and optimizing your team’s efforts on an ongoing basis.
Our system strategy solutions are designed to leverage the approach defined above. Strategy: Leveraging Digital has been designed to drive customer engagement and uncover new market opportunities, while CX Collaboration is a service design solution that helps improve service delivery and team efficiency.
Understand how digital can transform your business with this innovation roadmap from our digital strategy consulting team. Leveraging digital means ensuring existing initiatives are working as effectively as possible and identifying new areas of opportunity where service can be extended. Our Digital Strategy Consulting solution provides the framework to get you there.
Bring expert third party resources to the table to accelerate decision-making and map out immediate solutions that drive product team success. Whether your team is tied up with day-to-day responsibilities or needs an impartial and human-centered view to solving a problem, our Product Team Support services take the guesswork out of taking next steps.
Ensure your organization’s consumer facing departments are tuned towards delivering exceptional customer experience, company-wide. Our organizational alignment consulting uses a variety of service design methodologies to align marketing, sales, service, product, and support teams towards delivering a consistent, delightful user experience across each stage of the customer journey.