Customer Experience Management
How do we consistently deliver our ideal customer experience?
- 1 hr1 hour
Here we focus on the customer facing processes ensuring that everything possible is being done to line up customer expectations with product/service delivery. This involves understanding what cues are being provided to the customer to set an expectation; as well as understanding what it is like to use your product or experience your service from their perspective. Mapping out the existing customer journey and using that to create an ideal customer journey can illuminate a path forward. We will then need to see what operational changes may be needed to facilitate this change towards better customer experiences. This process is based on Design Thinking principles.