Customer Journey

What does the current journey look like for your customers? Have you mapped it out? It doesn’t have to be a complicated process to create a typical journey map and get feedback from customers on how you are doing along the journey.

Customers want to be confident they have made the right decision in selecting your company to solve their problem. Creating a horrible experience, no matter how small, erodes that confidence.

Every part of the journey needs to be designed to amaze the customer. How fast do you answer the phone? How knowledgeable are you about the product? Do you remember their previous interaction? Do you make them repeat the same data over and over?

Frank felt that there needed to be instant gratification at every touch point.  The goal is to avoid the opposite of instant gratification, which I, for lack of a better term, am going to call Instant Misery.  Imagine if the customer opened their box and found fingerprints all over the stainless steel table base.  Or, perhaps the customer called with a problem and had to be put on hold.  Or there was a part missing from the box.  You get the idea. Not only do those negative touch points provide misery.  They also cause a customer to question if they are doing business with the right company.  It erodes confidence.

via Customer Service Journey Map Can Lead to Instant Gratification | CustomerThink.