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RESEARCH, ANALYSIS & TRENDS
6. Get your customers to map Customer journey maps empower By Anant
the journey with you: Talk to you to know and understand cus- Choubey,
your customers and get their tomer needs better, thereby leading
views directly. Get them to help your brand to deliver value to your Regional Head –
you in mapping the journey. customers, as well as helping you APAC, Capillary
This will ensure more accurate deal with your customers more ef- Technologies
outside-in perspective, genuine fectively and efficiently. Other ben-
insights and better results. efits include:
About the
7. Involve your customer facing
team: Capturing your team's Identifying operational ineffi- Author:
understanding of the needs will ciencies that will improve cus- Anant Choubey is responsible for sales
and marketing in the APAC region at
ensure better identification of tomer experience and eventual- Capillary Technologies and currently
the gap between customer ex- ly save money in the long run; manages the firm’s business across
pectations and what you deliv- Unleashing opportunities for South East Asia. His prime focus is to
er. product differentiation; strategize and expand Capillary in bur-
8. Take action: Journey maps Presenting opportunities to dif- geoning market in South East Asia. He
involve a lot of time and effort. ferentiate and improve your has donned many hats in Capillary over
Be sure to leverage the insights customer experience; the years, from operations to client ser-
vicing to business development and
and take action to enhance the Improving your customer reten- has been instrumental in setting up
customer experience in line tion rates; Capillary’s India business, before mov-
with your goal. Drastically reducing the nega- ing to Singapore to establish and man-
age South East Asia market.
Business benefits from mapping tive customer experience and
improving brand reputation. ◊
Customer Journey
MediaBUZZ Pte Ltd - Independant ePublisher for Asia
6. Get your customers to map Customer journey maps empower By Anant
the journey with you: Talk to you to know and understand cus- Choubey,
your customers and get their tomer needs better, thereby leading
views directly. Get them to help your brand to deliver value to your Regional Head –
you in mapping the journey. customers, as well as helping you APAC, Capillary
This will ensure more accurate deal with your customers more ef- Technologies
outside-in perspective, genuine fectively and efficiently. Other ben-
insights and better results. efits include:
About the
7. Involve your customer facing
team: Capturing your team's Identifying operational ineffi- Author:
understanding of the needs will ciencies that will improve cus- Anant Choubey is responsible for sales
and marketing in the APAC region at
ensure better identification of tomer experience and eventual- Capillary Technologies and currently
the gap between customer ex- ly save money in the long run; manages the firm’s business across
pectations and what you deliv- Unleashing opportunities for South East Asia. His prime focus is to
er. product differentiation; strategize and expand Capillary in bur-
8. Take action: Journey maps Presenting opportunities to dif- geoning market in South East Asia. He
involve a lot of time and effort. ferentiate and improve your has donned many hats in Capillary over
Be sure to leverage the insights customer experience; the years, from operations to client ser-
vicing to business development and
and take action to enhance the Improving your customer reten- has been instrumental in setting up
customer experience in line tion rates; Capillary’s India business, before mov-
with your goal. Drastically reducing the nega- ing to Singapore to establish and man-
age South East Asia market.
Business benefits from mapping tive customer experience and
improving brand reputation. ◊
Customer Journey
MediaBUZZ Pte Ltd - Independant ePublisher for Asia
