How to Improve Customer Experience
It’s not what you think customers experience – it’s all about what they think
Learning how to improve customer experience is an “organizational table stakes” competency in a world where your increasingly demanding customers leverage digital innovation to meet their wants and needs. Every touchpoint and interaction is an opportunity for you to improve customer experience.
There are multiple steps and interrelated disciplines that guide the process and enable the outcomes your company desires and your customers demand. While by no means all-inclusive, here are a few steps towards learning how to improve customer experience – and the reasons why you should take them.
Customer journey maps are research-driven tools that help companies better understand their customers and identify gaps or shortfalls between expectations and reality. They’re also able to help you plan and prioritize customer experience improvement initiatives. But they’re not a silver bullet: As important as they are, they are typically part of a broader initiative to improve customer experience.