Before you invest in creating a customer journey map, there are a few questions you should ask yourself.
When we treat customer support as a cost center rather than an investment in customer retention, we set in motion a long chain of consequences that ends in customer churn and lost revenue.
We’re obsessed with metrics. We have a greater capability to measure business performance than ever before. But is the customer experience getting any better?
Let’s stop bombarding customers with boring customer support surveys that make them want to hurl their computers off a tall building and never check email again.
By researching the customer’s perception of service value, you can understand which service elements to invest in – and which to scale back.
The work week is not obsolete, because business is not about the work itself – it’s about serving customers.
When the servers are down, the building is on fire, or your workforce is quarantined for a global pandemic, customers need information. Don’t scramble to structure an effective message during an emergency. Use this crisis communication template to answer the seven questions your customers are asking.