Today we will learn about the dimensions of the customer journey and some recommendations for taking care of the customer journey.
In the process of improving customer satisfaction, there is confusion between what is the Customer Journey and the Process Map of customer contact points. Sometimes they are used interchangeably, when they are very different things.
The process map of the points of contact is established internally by the company, according to the design it creates to provide the service or establish communication with its customers. The Customer Journey is the experience that the customer experiences in contact with the brand, from their point of view and personal experience.
The difference is abysmal. As a company, we may think that the processes we establish are optimal and cover all cases, but reality tells us that the customer experience is very different.
Knowing the experience that the customer goes through in their contact with our brand makes it essential to ask the customer themselves in order to draw a picture of the accumulation of experiences of the interaction. Therefore, both qualitative and quantitative research are the previous step to illustrating the Customer Journey.
The first result of the studies will allow us to create an inventory of luxembourg phone number touchpoints, classifying all the points that the customer encounters throughout their experience through logical groupings that transcend specific individual preferences.
What is truly important is to correctly identify the nature of each customer contact point and the phase of the experience in which it takes place.
Once the information has been collected and analyzed, we can identify the contact points as critical, complementary and superfluous.