287: The Multi-Device Customer Journey

Jeannie and Adam discuss today’s multi-device customer journey and share tips and ideas for optimizing your omnichannel experience. What’s your multi-device customer journey really like? Offering a multi-channel customer experience is nothing new. In fact, it’s now expected. So we test our websites on iPhones, Android tablets, and different operating systems. We develop what we think is the best experience for PC users, for Mac users, etc. Then, when we determine the experiences are optimal for each of those channels or devices, we cut the ribbon and call it a win. However, today’s tech-savvy customers continue to drop out of the journey. Freemium customers never upgrade. Paid customers don’t renew. Customers who once reported being satisfied jump ship. So what is going on here? “It’s not really about ONE mobile journey.” -Jeannie Walters Too often, journey mapping becomes an exercise in channels, not the entire experience. Today’s tech-savvy customers use multiple channels to get things done. So what happens when a customer starts a project on a Mac and returns to tie up a loose end via the Android app? While those two channels are optimized on their own, hidden gaps often lie between them that cause unexpected challenges or derail the journey entirely. “By the time you figure out yesterday’s problem it is YESTERDAYS problem.” -Adam Toporek Today, we take a closer look at how customers move from one device to another, and what happens to the experience when they get there. Are your amazing device-specific experiences still amazing to customers who depend on more than one to get things done? Listen in for ways to find out and hear some of the best ways to close these gaps. Related Content 360Connext® post, Mobile Innovation Is Not About Your Phone! Customers That Stick® post, Interview: GetApp’s Top 25 Customer Service Apps Episode 277: 5 Digital Experience Offenses Episode 264: (Tip) Mobile Potential We're on C-Suite Radio! Check it out for more great podcasts Sponsor message: Develop your customer experience mission Do you know how to deliver the superior customer experience you visualize? We can help your team become a force for positive change, starting with a customer-centric mission. The Customer Experience Investigators™ at 360Connext specialize in helping companies across industries and around the globe. Developing and internalizing unique and scalable customer-focused missions has been crucial to their success. Want to compete with the other 89% of companies staying afloat by providing better experiences? You need a compass for making astounding changes in the customer experience while breaking down the silos that are holding you back. We offer evaluations, workshops, and roadmaps to keep your wheels firmly planted on the road to a customer-centric future. Join us on our mission To Create Fewer Ruined Days for Customers™ today. Visit us at 360Connext.com. Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices