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Deliver Great Customer Experience At Scale

Explore how to leverage journey management, loyalty strategy and personalization to keep your customers engaged and drive growth.

In today's competitive market landscape, exceptional customer experience is no longer just a differentiator—it's a necessity. Businesses that prioritize customer experience management and foster unwavering loyalty are better equipped to thrive and build sustainable growth.

Customer journey management

When talking about improving customer journeys, customer journey maps are often the first thing that comes to mind. Journey mapping can certainly boost brands and businesses to better understand and design their customer experience. However, journey maps can also be hard to implement and manage, resulting in fragmented journeys and ineffective efforts to improve them. To apply it at scale, a different and more robust approach is needed. Instead of simply implementing a new tool or create a playbook, customer journeys need to be democratized within the business. And to achieve this, we introduce the concept of journey management, a continuous and scaled approach to diagnosing, designing, developing and delivering great customer journeys.

We will take you through our Journey Management Model, which highlights seven essential activities for successful implementation:

  1. Establishing a journey foundation;
  2. Elevating the way of working;
  3. Implementing journey management tooling and integrations;
  4. Organizing teams around journeys;
  5. Setting and measuring journey performance;
  6. Creating journey-based decision making;
  7. Building buy-in and support.

Download the full From journey mapping to journey management guide to learn how to orchestrate your customer journey to deliver great experiences at scale. Doing so will provide your organization with a range of benefits, including one that is a direct result of continued great experiences: customer loyalty.

Designing an effective loyalty strategy

Customer experience and loyalty are closely intertwined. A seamless and satisfying experience attracts customer to return and engage with the brands and foster loyalty. Customer loyalty is also the key to brand survival and growth in today’s uncertain landscape. Our recent survey shows that 70% of consumers spend more and engage more frequently with brands and retailers when they have signed up to the loyalty program than when they have not. However, designing and managing a truly customer-centric loyalty program is not easy. With the prevalence of loyalty schemes, businesses often find it difficult to break out of the sea of sameness and suffer from having large number of inactive members.

To keep customers engaged, businesses need to rethink their loyalty experience and differentiate:

Less than 25% of loyalty programs are personalized member experiences based on previous interactions and purchase history.

Only 30% of programs today partner with complementary brands, service providers, or value stream players.

Only 14% of loyalty programs are actively fostering and incentivizing community-building.

Only 30% of programs today use member status, hierarchies, and tiered benefits to formally recognize and incentivize their members.

Only 31% of consumer loyalty programs allow members to earn through non-transactional means.

Deloitte has a proprietary model that maps the most important levers for optimizing a market-leading program, helping clients configure schemes to truly reflect customer and market needs. We’ll also help you connect loyalty program with other activities across the business, to generate synergies and minimize internal friction between the program and business operations.

Interested in delving deeper into the world of loyalty? Tune in to our engaging discussion with Benthe and Nicholas on Customer Loyalty Management on Soundcloud and Spotify.

Creating tailored interactions

Personalization is a critical differentiator for customer experience. Customers expect brands and businesses to tailor every touchpoint, from the homepage to post-purchase interactions. Despite being widely talked about, truly holistic personalization is rare. Businesses often focus narrowly on product recommendations and overlook other aspect of the customer experience that can be personalized. To unlock the full potential of personalization, it's crucial to explore and understand all the dimensions where it can be applied, in line with your strategy and ambition, to offer a more immersive and satisfying customer experience.

In the current business landscape, delivering exceptional customer experiences is essential for fostering loyalty and driving business growth. By implementing effective journey mapping and management, organizations can better understand and optimize their customers' interactions across all touchpoints, ensuring a seamless and engaging experience. Strategically cultivating customer loyalty and leveraging personalization not only enhances satisfaction but also builds lasting relationships that differentiate your brand.

At Deloitte, we are dedicated to partnering with you to transform your customer experience strategies into tangible results. Reach out to us today to discover how we can help turn your customer interactions into your greatest competitive advantage.

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