The Friday Morning

19.08.24

Friday Morning 95: Mapping the Customer Journey

Tubudd

In the latest Friday Morning sharing session, Tubudd's team gathered for an insightful discussion led by Mrs. Annie Vu, Co-Founder and CEO of Tubudd, on the intricacies of the customer journey and how each department plays a pivotal role in shaping it.

1. Understanding the Customer Journey

Mrs. Annie Vu began by breaking down the concept of the customer journey—the complete experience a customer has with a company, from the moment they become aware of a product or service until after the sale is made. This journey is crucial in determining customer satisfaction and loyalty.

Each team within Tubudd has a specific responsibility in ensuring a seamless customer journey:

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Marketing Team:

Responsible for attracting and engaging potential customers through various channels, ensuring the brand message resonates with the target audience.

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Sales Team:

Takes the lead in converting interested prospects into loyal customers by understanding their needs and providing personalized solutions.

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Buddy Team (Product Team):

Ensures that the local buddies (guides) meet the quality standards that align with Tubudd’s brand promise, delivering exceptional experiences on the ground.

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Dev Team:

Works behind the scenes to develop and maintain the Tubudd app and website, ensuring a user-friendly interface and smooth transactions.

Mrs. Annie Vu - Co-founder & CEO of Tubudd

2. The Importance of Touchpoints

Touchpoints are the individual interactions a customer has with a brand throughout their journey. Mrs. Vu emphasized the significance of enhancing each touchpoint to build trust, satisfaction, and ultimately, loyalty. Whether it's the first interaction with an ad, a conversation with a sales representative, or the actual travel experience with a buddy, every touchpoint contributes to the overall customer perception.

3. Interactive Discussion: Designing a Dream European Trip

During the session, attendees participated in a thought-provoking activity where each member became a customer planning a European trip with a budget of 200 million dong. The task was to identify the key touchpoints that would influence their decision to book with Tubudd.

The exercise shed light on what customers prioritize—such as clear communication, personalized itinerary planning, transparency in pricing, and trust in the quality of local buddies. This practical exercise helped the team step into the customer’s shoes and consider how Tubudd can enhance its services to meet these expectations.

4. Analyzing Tubudd’s Strengths and Areas for Improvement

The session concluded with a candid discussion on Tubudd’s current performance across the customer journey. The team identified areas where Tubudd excels, such as in providing unique local experiences through well-trained buddies, and areas that could be improved, like streamlining the booking process or enhancing post-trip follow-ups.

By applying these insights directly to Tubudd’s business model, the team is better equipped to refine their strategies, ensuring that every customer enjoys a seamless and memorable journey from start to finish.

Friday Morning 95 was a deep dive into the customer journey, guided by Mrs. Annie Vu’s expertise. The session not only highlighted the importance of each department's role in this journey but also encouraged the team to continuously refine and improve every touchpoint to create an unparalleled travel experience with Tubudd.