Bottom lines are important, and a good measure of how business is doing. But there’s something that might come before the bottom line, and might make more of an impact on the strength of your business: customer service.
We all know what negative customer service experiences—or poor customer journeys, as they are known—especially with the advent of social media, can do to your brand. Take a bad restaurant review, for example: Posted on a travel-specific site, an angry customer can turn off countless other customers that you might never even have known about.
So what can you do to understand and enhance the customer journey? This graphic can help.
