고객 여정 시장 조사

기업은 고객이 무엇을 원하는지 어떻게 알 수 있나요?

The best way to figure it out is to get into the customer’s mind. The Customer Journey is like a roadmap.  It explores how the customer becomes interested in a brand and shows their interactions with it. The Customer Journey is defined as the set of experiences that customers go through when interacting with a company and brand.

고객 여정이 왜 그렇게 복잡한가요?

How consumers relate to brands started to change over the last five years. Mobile, social media, and other new digital channels have been influential. As a result, the path to purchase is no longer a linear progression. In the past, it went from consideration to identification through information gathering, with the last stop being the decision to buy. However, the rise of digital technology has transformed the way people learn about and interact with brands.

The Path to Purchase also used to guide marketing plans and strategies. The modern Customer Journey is now more complicated with the emergence of social media.  Smartphones, the Internet of Things (IoT) and connected media also contribute to the complexity of the Customer Journey. The devices on consumers’ wrists and in their pockets have conditioned them.  Consumers increasingly expect brands to produce the desired results – the moment they want them. The brand becomes more focused on relationships rather than transactions. Customer Journeys provide a framework to build the bond between brand and consumer.

구매 경로

고객 여정과 구매 경로에는 유사점과 차이점이 있습니다. 구매 경로는 소비자가 구매를 위해 사용하는 일련의 채널을 의미합니다. 고객 여정(Customer Journey)은 소비자가 브랜드에서 상품을 구매할 때 경험하는 과정입니다.

구매자 통찰력

Businesses benefit when they understand the opportunities and threats of today’s Customer Journey.  They must also recognize shoppers’ behavior as they interact with their brand in-store or online.  Customer loyalty strategies can help boost profitability, raise engagement and customer retention. These benefits include increased repeat visits and growth of the consumer base.  Another benefit is the boost in average transactional values. Ultimately optimizing the Customer Journey can lead to exceptional customer experiences, customer loyalty and profitability.

Retail Intelligence 도구는 그 어느 때보다 정밀해졌습니다. 이를 통해 매장은 환상적인 고객 서비스와 매장 내 경험을 통해 소비자를 기쁘게 할 수 있습니다. 예를 들어, 진보적인 판매자는 고객 데이터를 조사하는 것 이상의 일을 할 수 있습니다. 또한 인텔리전스 도구를 사용하여 매장 관리자를 준비시킬 수도 있습니다. 그러면 관리자는 작업을 계획할 수 있습니다. 계획을 세우면 판매 활동을 준비할 수도 있습니다. 또한 예상되는 웹 사이트 방문을 기반으로 책임을 할당할 수도 있습니다.

Targeted and tailored brand messages have become the norm. Today’s savvy customers not only prefer but also expect them. Still, there’s a catch to using customer data to deliver service. Few buyers want retailers to know their current location. Even fewer want to share their browsing history. Consumers are reluctant to disclose all their details. Still, they want targeted deals. Companies can “map” their Customer Journeys to ease this reluctance. Customer mapping is helpful for visualizing multiple touchpoints and digging deep into customers’ experiences with a brand.

B2B 고객 여정

B2B 고객을 위한 고객 여정 매핑에는 고객 세분화가 포함됩니다. 마케팅 담당자는 연령, 지역 등 B2B 고객을 다르게 만드는 요소를 기준으로 이러한 분류를 수행합니다. 기업은 또한 요구 사항과 행동을 기반으로 B2B 고객 여정을 계획합니다. 그런 다음 회사와 관련된 모든 고객 접점을 자세히 설명합니다. 마지막 단계는 이러한 터치포인트에 대한 고객의 반응을 기록하는 것입니다.

B2B companies can stay ahead of the customer by understanding the opportunities and obstacles in the Customer Journey. This understanding can help them create a great experience and build quality products and services. Building a B2B Customer Journey is like creating one for a retail business. It starts with knowing the customer and how they research and make purchases. Once companies understand the journey, they can offer customized service, provide consistent messaging, and delight their customers.

SIS 정보

SIS has over 40+ years’ experience in Customer Research.  Customer Journey Market Research allows companies to identify opportunities and weaknesses in order to boost revenue and satisfaction.  We conduct Qualitative Research, Quantitative Research and Strategy Research that helps companies to understand that rapidly changing Customer Journey.  Key methods include Digital Online Communities, Video Interviews, Focus Groups, Customer Interviews, Surveys and Competitive Analysis.

뉴욕에 있는 우리 시설 위치

11 E 22nd Street, Floor 2, New York, NY 10010 전화: +1(212) 505-6805

SIS 인터내셔널 소개

SIS 국제 정량적, 정성적, 전략 연구를 제공합니다. 우리는 의사결정을 위한 데이터, 도구, 전략, 보고서 및 통찰력을 제공합니다. 또한 인터뷰, 설문 조사, 포커스 그룹, 기타 시장 조사 방법 및 접근 방식을 수행합니다. 문의하기 다음 시장 조사 프로젝트를 위해.