Today is my birthday! Though I'm in the admissions process for various business schools, nobody had the attention to write me a warming birthday message. Probably, we are just another application for them. :-(
This is disappointing!
Wouldn't it be easy to schedule an e-mail with a personalized message? What a missed opportunity! Technology or not, with the right process in place, a simple birthday message creates a memorable moment for the recipient. Just imagine the positive energy you get back from Edu. You can make use of his gratefulness to re-engage in a conversation.
This statement from Edu makes us at eduALTO think about the customer journey that aggregates all individual touchpoints with your brand. These touchpoints can be physical (seeing, touching, hearing, smelling), virtual (e-mail, social media, news), or emotional (birthdays, selection outcomes, among others). Did you map out those touchpoints for your "Eduardo's"?
It becomes an insightful learning journey to put yourself into somebody else's shoes and view your organization and the impact it creates on Eduardo in our case.
The more universities promote lifelong learning, the more intertwined it becomes with the lifetime journey of your customer. Continuously create touchpoints and engage so that you can continue to be a lifelong learning partner for your customers.
Technology facilitates your customer journey, helps map out interactions, and even helps remember birthdays. But technology is not the magic bullet. First, there is a need to visualize the customer journey and the experiences it creates. Can you do it?
If you wish us to review this process, book one of our Workshops or contact us.
About this blog: EDU, short for Eduardo, is a great guy! He is your lead, candidate, student, and alumni. He helps you see things from his perspective. You will understand why things matter to him. On his blog, he will pose questions to which you hopefully have answers - or we help you to find them! So, go ahead and explore more stories at Eduardo or get the latest stories directly delivered to your inbox by subscribing here.
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