What are some examples of customer journey maps that showcase high engagement levels?

Talk to your customer. It's that simple. If you're not reaching out, you can't be listening. They don't know you want to hear what they think - until you tell them that you do.

Businesses can benefit from different types of customer engagement to build lasting relationships: 1- Online engagement occurs through digital channels like social media, email, or chatbots. 2- In-person engagement involves face-to-face interaction between a business and its customers. 3- Mobile engagement uses mobile apps or SMS messaging to engage customers. 4- Community engagement helps build long-term customer relationships. Includes online forums, social media groups, or user-generated content. 5- Loyalty engagement is focused on building customer loyalty and retention. 6- Feedback engagement is actively soliciting and responding to customer feedback. This can help to improve products or services and build trust with customers.

Additionally, customer engagement involves creating meaningful interactions and experiences with your customers at every touchpoint, including pre-purchase, purchase, and post-purchase stages. It requires understanding your customers' needs and preferences and delivering personalized and relevant communication and solutions that meet those needs. Customer engagement also involves building a community around your brand and fostering a sense of belonging and shared values among your customers. By prioritizing customer engagement, businesses can build long-lasting relationships with their customers, improve customer loyalty and advocacy, and ultimately drive business success.

Ways I have found to increase customer engagement for an new product or feature are: 1. Show its unique value proposition 2. Offer personalized experiences 3. Create interactive tutorials and demos 4. Use social media to promote and generate buzz 5. Gather and act on customer feedback.

Customer journey maps that showcase high engagement levels revolve around the pivotal concept of empowering the customer. When services go beyond meeting basic needs and actively contribute to the enhancement of customer's capabilities, a resilient and interwoven relationship emerges, creating a lasting and mutually beneficial connection between the corporation and the customers. Eg: The customer discovers the health supplement brand through a well-designed and informative website. The website not only showcases the products but also provides educational content on the benefits of different supplements, the science behind them and their potential impact on overall well-being, we believe.

There are many great journey-mapping tools and frameworks. However here is a very high level one. The customer journey goes through three stages: 1. KNOW - head engagement. The customer becomes aware of you, and knows about you. Think about how this happens. Think about how you repeat your messages to them and reach them 2. DO - hands engagement. The customer USES your offering, whether that's visiting your store, or buying product 3. BECOME - heart engagement. The customer INTEGRATES your offerings into their life. Just like if you're reading this, you've integrated LinkedIn into your life

We believe, crafting a customer journey map is like drawing a map of a road trip—it’s all about plotting out each stop along the way. Start by gathering insights through customer feedback and data to understand their needs and frustrations. Break down their experience into key phases like awareness, decision-making, purchase, and follow-up. Identify every touchpoint where they interact with your brand, whether it’s online or in-store. Then, dive into what happens at each of these points—how do customers feel, what challenges do they face? Finally, pinpoint opportunities to make their journey smoother and more enjoyable. This approach not only clarifies the customer’s path but also shows you where you can make their experience even better.

So, I don’t know how Netflix does it, but I’d like to give a different example. Starbucks is a brand that masters customer journey mapping. They meticulously track each stage of the experience, from initial coffee cravings to app-based ordering and in-store pickups. Their app enhances the journey by simplifying ordering, payment, and rewards tracking, all while gathering feedback to refine and improve each touchpoint. This continuous improvement based on customer data helps ensure an engaging and satisfying experience, boosting loyalty and satisfaction.

The examples shared above really are full of survivorship bias. You can't copy them. But, they do show the example that customers are getting used to finding platforms more. And yes, you can use platform thinking for customer engagement. The way to do it is ask, "if people paid for this month by month, what might that look like?"