How to Start

Step 1: Onboarding

Your first task is to complete the onboarding process. Tell us about your product, define your vision, mission, and values, and establish your ideal customer profile. Name your first journey so our AI can effectively reach the ones that matter most – your customers.

Step 2: Acknowledge the Phases

Action: Navigate to the frontpage, you'll get there by choosing your customer journey from the top left corner. This view is your dashboard for building irresistible customer journeys. Here, you'll discover the five distinct phases of the customer journey and their standard key touchpoints. These phases represent the different stages your customers go through when interacting with your brand: 1. Discovery, 2. Evaluation, 3. Transaction, 4. Adventure and 5. Devotion. Scroll down to browse through the different stages.

Benefit: Understanding these phases helps you recognize that your customers have varying pains and needs at each stage, which is crucial for tailoring your approach to customer service and support.

Step 3: Identify Pains and Needs

Action: Click on "Pains and Needs" within each phase of the customer journey. This allows you to input specific challenges and requirements your customers face during that phase. Our AI helps you with the task if you wish.

Benefit: By clearly defining these pains and needs, you equip both yourself and our AI with the knowledge necessary to address these issues effectively, enhancing the impact of your marketing efforts and customer experience.

Step 4: Create Unique Objectives for Touchpoints

Action: Dive into the "Touchpoints" section and start crafting objectives for each customer interaction point. By setting specific objectives tailored to each touchpoint, you ensure that every customer interaction is purposeful and designed to enhance their experience with your brand. These objectives do not just guide your team, but also our AI in it's efforts.

Benefit: Aligning these objectives with both your company’s goals and your customers' pains and needs ensures a seamless and satisfying customer journey. Your aim is to make it effortless for customers to discover, obtain, and enjoy your offerings, encouraging their continued loyalty and advocacy.

You also have the option to use the standard objectives we've provided. However, tailoring these objectives to be more specific and personalized to your company will lead to more personal results.

Read more about Defining Powerful Objective for Touchpoint

Step 5: Establish Measurable Key Results

Action: Navigate to the "Key results" section and define measurable key results for each objective. By creating specific, quantifiable key results, you ensure that each step of your strategy is trackable and aligned with your overall goals. These metrics serve as benchmarks to assess your progress and guide both your team and our AI.

Benefit: With clear key results, you can instantly gauge where your strategy is thriving and where adjustments might be needed. This clarity enhances decision-making and helps optimize your efforts for better outcomes, promoting a successful and efficient customer journey.

Step 6: Create Actions Aligned to Your Objective and Key Results

Action: Navigate to the "Actions" section to begin formulating actions that align with your previously set objectives for each touchpoint. Crafting specific actions ensures that every step taken by your team or organization directly contributes to achieving your customer experience objectives. This deliberate approach moves you closer to enhancing every interaction along the customer journey.

Benefit: By aligning actions with your company’s vision, targeting your Ideal Customer Profile (ICP), and addressing their unique pains and needs, you ensure a cohesive strategy that’s not only in sync with your objectives but also highly effective in delivering superior customer experiences.

Leveraging Viral CX's AI for Strategic Action Planning

1. AI Alignment with Objectives

AI recommendations are tailored to support your strategic objectives, considering broader company goals and the detailed insights gathered about your customers. This leads to a set of actions that are both innovative and directly relevant to enhancing the customer journey.

2. Defining Key Results

Defining and monitoring key results is a great way to ensure that every team member understands and commits to the objectives concretely. This process allows for deeper discussion and contemplation, which can increase commitment and creativity. Here is a brief guide on how to effectively define key results:

• Define objectives: Start by defining clear and measurable objectives that describe what the organization or team needs to achieve. Objectives should be inspiring yet realistic.
• Organize a brainstorming session: Invite team members to a brainstorming session to discuss objectives and potential key results. Use a whiteboard or large sheets of paper to jot down ideas and suggestions.
• Record key results: From the brainstorming results, select concrete and measurable key results that are directly connected to the set objectives. Record these clearly and understandably.
• Prioritize and validate: Review and prioritize key results based on their significance and feasibility. Ensure that each key result is measurable and can realistically contribute to achieving the objective.
• Share and communicate: Once the key results are formulated, share them with the entire team. Ensure that everyone understands their significance and how they impact their work.
• Track and update: Set regular checkpoints for monitoring and updating key results. Use manual tracking lists or spreadsheets to record progress and make necessary adjustments.

3. AI-Assisted Key Results

Our AI streamlines the process of defining key results by analyzing your specific objectives and leveraging data-driven insights. It suggests measurable, relevant outcomes based on past performance and industry benchmarks, ensuring that your key results are both ambitious and attainable.

4. Manual Action Creation

Start by manually outlining actions for each objective, ensuring they are concrete and executable. These actions should be designed to directly impact customer satisfaction and engagement at specific touchpoints.

5. AI-Assisted Action Planning

Utilize Viral CX to automate and refine the creation of actions. The AI is programmed to understand your vision, recognize your ICP’s characteristics, and their specific pains and needs, ensuring that every suggested action is perfectly aligned with your objectives.

6. Share with Your Team

Once you’ve defined these actions, share them with your team or across the organization. This ensures everyone is aware of the steps needed to meet your customer experience goals and can contribute effectively.

Next Steps

It's time to implement these steps and monitor their impact on your customer experience objectives. Regularly review the effectiveness of each action, making adjustments as needed based on feedback and evolving customer needs. 

Viral CX can provide valuable insights into the success of your actions, allowing you to continuously optimize your strategy for the best possible customer outcomes. Remember, the key to sustained improvement in customer experience lies in consistent action, review, and refinement.