Everything is changing - there’s lots that is on and it seems that nothing is the same anymore.
The customer is in control today - expressive, demanding & clears about his/her choices, preferences, expectations, is very specific about the products and services he/she wants. The era of customer experience & customer engagement is here -and organisations that our realising this and integrating this into their strategy & operations are benefitting, while organisations still operating in the traditional model of “let’s make a good product/service” and sell are beginning to lag behind others.
customer journey mapping is a powerful, fast & easy to identify opportunities methodology.
The question is - which view is more important, the company’s view of the lens through which the customer is seeing - which customer journey mapping reveals? read more to understand this some more...