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Customer Journey Maps: Take a Walk in your Customer’s Shoes

A talk by Krysha Nair
Product Marketing Lead, Amazon Web Services

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About this talk

“The customer is king!” How many times have you heard that statement before and actually experienced it? My guess… not as often as you think. But when a company truly means it and delivers more than you expected, you’re pleasantly surprised. In turn, you recommend the company to your friends and family, you continue to buy from the them, and you become an advocate for the brand.

From a business perspective, the companies that treat their customers well, outperform those that don’t on almost every growth metric. More importantly, they are 60% more profitable. So, what are they doing differently?

It all starts with the customer journey. I’ll be sharing what the customer journey is, how to map the journey, discover content gaps, drive internal alignment in your organization, and ultimately create a better customer experience.

Presentation takeaways: - Companies that put the customer at the heart of their business are more profitable than their competitors. - The customer journey includes stages from awareness to advocacy, allowing you to match communication strategies with customer expectations at each stage of the journey. - The process requires mapping the journey, customer and company touchpoints to identify gaps in communication. We will walk through a framework to map the customer journey.

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