As consumers, we’ve all been there. Waiting on hold. Repeating information. Being transferred. Getting even the simplest task done with some companies can require you to navigate a bumpy road. You often end up on a customer journey that is so time-consuming and difficult that you ultimately reach the point where you will never do business with that company again.
But, wait! What happens when companies get customer journey management right?
Effective customer journey management starts with taking a company-wide approach – often led by a senior executive – that brings various departments and people together to understand how customers engage with your company from start to finish. If your company’s channels, touch points and departments are disconnected, your customer journeys probably are too!
When companies truly understand the various journeys that their customers take when doing business with them – from shopping to sales to service – only then can they deliver a seamless and consistent experience that spans all channels, touch points, departments and people. The result? More revenue, higher satisfaction, and better productivity across your company.
Don’t just take my word for it, see our newest customer journey infographic below.
If you’d like to see how real customers are implementing and benefiting from managing the end-to-end customer journey, check out our latest Executive eBook with Emirates Airline and see how they are taking the customer experience to the next level- get it here!