A thorough customer journey map takes into account the full view of systems, processes and people, says Martie De Beer, CCaaS executive at Telviva.
Every business’s bread and butter is its customers. Yet, not all businesses appreciate that the best product or service in the world does not guarantee a sale or customer retention. One of the most important things a business can do is to map its customer journey and improve and optimise its customer experience .
The exercise empowers you to improve your customer satisfaction levels. Let’s be honest, customers often give feedback either directly or through their actions, but these insights end up in a deep hole of nothingness, for lack of a better description. Many businesses don’t use satisfaction scores, net promoter scores or the voice of the customer effectively.
For example: they may send out an e-mail asking to rate the service on a scale of one to 10, but send an SMS or WhatsApp at another time asking the customer to rate the service as great, good or bad. Where on the scale of one to 10 does great, good or bad begin and end? It is clear that businesses need to be able to make sense of their data or it won’t provide the insight needed to improve.
Martie De Beer Ccaas Customer Journey Mapping Customer Experience CX Touch Points Customer Feedback Omnichannel
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