customer service

THE POWER OF CUSTOMER JOURNEY MAPPING

THE POWER OF CUSTOMER JOURNEY MAPPING

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...

LIVING UPTO THE SALES PROMISE - THE CUSTOMER EXPERIENCE (CX) MANAGEMENT PARADIGM

LIVING UPTO THE SALES PROMISE - THE CUSTOMER EXPERIENCE (CX) MANAGEMENT PARADIGM

organisations living up to the brand-sales promise are rare.

organisations in the forefront lead on delivering consistently on the sales & brand promise, and thereby enjoy many important benefits. They become preferred suppliers and boost customer loyalty/retention. They drive one-call/contact resolution in their contact centres and streamlining their prospect-supply- service chains. They are seeing early warning signs of issues, so they can improve products & change operational strategies and quicker redressals, often on the fly. But most of all, they are seeing how customers may have received an inconsistent experience in the past and understanding how changes in operations, process, empowerment, metrics, culture, and technology can rapidly turn red flags into revenue and profitability gains.

read to learn the "how" and related aspects of this important subject...