Investing in a comprehensive customer experience program enables organizations to effectively connect with their customers, enhancing service delivery and customer results.
Organizing and mapping the specific touchpoints of a comprehensive customer experience journey is critical for any organization looking to get the most from customer interactions. Each interaction point with a customer needs to be analyzed for its purpose and the intended result in customer behavior.
This infographic from Sabre, specifically points out the challenge that airlines face in creating that seamless experience for travel customers. The process is an example to organizations in every industry. Feel free to substitute “airline” or “travel” with terms specific to your industry and you’ll see the impact that an organized service experience could make for your customers.
Mapping the Data Driven Customer Experience Journey
Why Customer Experience Journey Mapping Matters
Customer experience and customer personalization are critical, emerging areas of service management and experience design in many industries today. Research and investments being made today in these areas will enable organization to better execute on their desired customer experiences creating a seamless journey for their customers to experience value from service.
Customer experience isn’t limited to the travel industry. Customers in all industries today expect more from their service providers. Customers engagement today and creating stickiness and loyalty requires more refined service experiences and personalized service interactions.
Service Technology Needs Experience Direction
And don’t think that technology is simply the key to better experience. It’s not like turning on a switch. Experience requires you to carefully design when and where technology will be used to enhance human efforts of service.
As the level of customer engagement matures in your specific industry, customers will become more used to end-to-end personalization in service requiring more and more refined efforts to craft the service experience to differentiate between competitors.
However, there’s real potential for organizations that are able to truly excel in developing a truly unique experience for their customers as this will bring additional potential for future business opportunities, enhanced sales though up-selling to additional products and services, and reduced customer churn.