We are constantly thinking about ways to help your business get ahead, and one of the consistent ways to be a leader in your industry is to provide excellent customer experiences. As McKinsey reported in “The Three Cs of Customer Satisfaction: Consistency, Consistency, Consistency”:

Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also lift revenue by up to 15% while lowering the cost of serving customers by as much as 20%.

And the Customers 2020 report indicates customer experience will overtake price and product as the key brand differentiator.

So, we’ve identified the six critical elements of user journeys that work well for content. These include:
  1.  Phases or stages
  2. Goal for each stage
  3. Key tasks and behaviors
  4. Key decisions and questions
  5. Key emotions
  6. Key channels or touchpoints

Read it, study it, print it out…whatever you do, use this infographic and our other recent user journey content to help you deliver a user experience that will wow your customers again and again.

User Journey Infographic

 

The Author

Content Science partners with the world’s leading organizations to close the content gap in digital business. We bring together the complete capabilities you need to transform or scale your content approach. Through proprietary data, smart strategy, expert consulting, creative production, and one-of-a-kind products like ContentWRX and Content Science Academy, we turn insight into impact. Don’t simply compete on content. Win.

What to Check Out Next

This article is about
Customer + User Experience

Comments

COMMENT GUIDELINES

We invite you to share your perspective in a constructive way. To comment, please sign in or register. Our moderating team will review all comments and may edit them for clarity. Our team also may delete comments that are off-topic or disrespectful. All postings become the property of
Content Science Review.

Events, Resources, + More

5 Secrets of Content Ops Success: Webinar

Learn how the most successful organizations scale and mature content operations. Based on our research with 700+ content leaders and professionals.

The Ultimate Guide to End-to-End Content

Discover why + how an end-to-end approach is critical in the age of AI with this comprehensive white paper.

The Content Advantage Book

Learn more about the much-anticipated third edition of the highly rated book by Colleen Jones. Preorder the electronic version.

Course: Prompting Text Generative AI

Learn how to bring out the full potential of text generative AI to create impactful content from this on-demand course.

20 Signs of a Content Problem in a High-Stakes Initiative

Use this white paper to diagnose the problem so you can achieve the right solution faster.

Upskill with Content Science Academy

Training for modern content roles through on-demand certifications + courses or live workshops.