How can you use problem solving skills to optimize the customer journey?

Acknowledge Acknowledge Acknowledge Acknowledge Acknowledge... The most important step in customer satisfaction journey

How do you define your Goal? Many businesses will target incremental improvement, e.g. "10% improvement next fiscal." But before you lock those targets in, make sure to do your research. What are your top quartile users doing compared to the average and to your goal? Are there major macro/exogenous influences that are going to disrupt your business on the horizon?

Be curious and ask thoughtful questions. Rarely is an operational problem going to present itself at face value - there will always be some digging to get to the root cause!

1) Problem Identification in Customer Journey Optimization: Identifying the problem is the cornerstone of problem-solving. However, it's not just about spotting the issue; it's about understanding its roots. For instance, if conversions are low, don't just aim to boost them. Instead, delve deeper. Is the user interface intuitive? Is the value proposition clear? 2) The Power of Data: Leverage data to identify patterns and anomalies. Use these insights to redefine your goals. Remember, a 10% improvement might seem attractive, but is it feasible or even beneficial in the long run? 3) Engagement and Likes: Make your content engaging. Use trending keywords, but ensure they align with your message. Authenticity breeds engagement and likes.

The most critical deliverable in this defining the problem, is being able to separate the root cause from the symptoms. In my experience, using the 5 Why is the most efficient way to get to the root cause. Once you get to the root cause, then you can start thinking about how to address the root cause. This does not preclude you from doing something about the symptoms.

Analyzing the Problem: A Deeper Dive 1) Root Cause Analysis: Go beyond symptoms, and find the root cause. Use tools like the 5 Whys or Fishbone Diagram. 2) Data-Driven Decisions: Use Google Analytics, and CRM to track customer journeys. Identify key metrics, touchpoints, and pain points. 3) Solution Mapping: Post-analysis, map out possible solutions. Remember, analysis is the bridge between problem identification and solution implementation.

In my experience, only once you have the root cause identified and you understand the symptoms can you effectively identify potential solutions. This depends on the sales cycle and commercial objectives, but in most cases we should spend 80% of our effort in defining potential solutions for the root cause. This assures the highest impact possible. However, before implementing them it's critical to RANK the solutions. This can be as simple as effort vs. value or it can be done with a multi-dimensional, multi-factor matrix. The important thing is to RANK the solutions before moving forward.

Generating Solutions: A Creative Approach 1) Innovation is Key: Use brainstorming, mind mapping, and SCAMPER for creative ideas. 2) Test and Implement: Use A/B testing, landing page builders, and chatbots for solution implementation. 3) Evaluation: Aim for feasible, effective solutions with high impact. Remember, generating solutions is a creative process that requires innovation and testing.

Implementing Solutions: A Strategic Approach 1) Execution: Use project management software, workflows for solution execution. 2) Measurement: Use dashboards, reports for tracking outcomes. Compare them with goals. 3) Communication: Keep your team, customers, stakeholders informed. Remember, implementation is about strategic execution, measurement, and communication.

Review and Improve: The Path to Optimization 1) Customer Feedback: Use surveys, reviews for customer satisfaction evaluation. 2) Performance Assessment: Use analytics, KPIs, ROI for solution performance assessment. 3) Continuous Improvement: Use audits, reviews for SWOT analysis. Make adjustments as needed. Remember, review and improvement are key to optimizing the customer journey.

The only reasonable way of reviewing and improving, is to clearly define what success looks like (KPIs) and then measure them. If we know what good or great looks like, we can dig deep into the performance and then make proactive corrections.

Problem solving skills can help a lot to optimise any touch point journey. While we review any touch point journey , it’s very important to understand specific journey process and the gap or pain points . Having problem solving skill help us to identify process gap easily and make the journey more customer friendly.