Innovate the platform

77 Improve the customer journey

An illustration depicts the road map of the customer journey which includes as follows. Register, search, compare, decide, negotiate, pay, and use. Each stage in the customer journey is represented by a corresponding icon.

Even though a core offering has been successfully established, platforms need to keep innovating. One opportunity lies in extending a platform’s scope and innovating along the customer journey. Platforms can do this organically or through acquisitions. The core aim of improving the customer journey is to provide a seamless end-to-end experience for both sides of the market (e.g. consumers and providers) and to create stronger interdependencies between your individual services.2 Through this, platforms can increase both customer as well as provider loyalty and also facilitate monetisation ...

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