Improving the Customer Journey...from filling potholes to repaving the road
Since the Customer Journey is a beginning-to-end view of customer interactions, and Customer Experience is your customer's perception of those interactions across all touch points...Customer experience doesn't end after the marketing brand promise has been made or the sale is complete. One weak touch point can negatively impact the customer's entire perception. Broken processes, unsynchronized systems, bad data, and outdated policies can all create potholes along the Journey.
Are potholes along the Customer Journey eroding your Customer's Experience?
Each area of your organization makes an impact on customer experience! Each day, decisions are made throughout your company that affect customer experience, including:
Marketing & social media posts
New customer service policies
Hiring & training decisions
Inventory replenishment strategies
Shipping and freight vendor changes
Technical tool evaluations
New partnerships and acquisitions
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ABOUT THE AUTHOR: Living in San Diego, I am passionate about coaching small- and mid-sized business leaders to optimize their customers’ experience and maximize the investments they make in their team, scaled-processes, and technology to support multi-channel Magnetic Experiences. With a strong background in Management Consulting, Sales, Sales enablement, Go-to-Market strategy, CRM, ERP, and Customer I am passionate about working alongside customers to transform their organizations and realize their unique Experience Management (EX) goals. I have twice been recognized by International Customer Management Institute (ICMI) as a Top 50 Thought Leader. Connect with me on LinkedIn or join me on Twitter @JessicaJNoble.
