The final step in the transformation process is cultural change. The solutions proposed in the article involve changes in the commercial organization of companies and in mentalities. For these changes to last, it is therefore necessary to work on changing the corporate culture.
The article therefore encourages, rather than thinking of the customer journey as a succession of contact points, to think about the root of the problem and to take the picture as a whole. The proposed solutions are based on interfunctionality. Teams and hierarchical levels must communicate better, and each function must be responsible for customer satisfaction. But for the satisfaction of the customer during their journey. Thus, the salesperson, the technician, the technical support are all responsible for the operation in good and due form. south africa whatsapp data
These transformations are not easy. But they are the key to better satisfaction, and involve all levels of the company through innovation and service improvement. It is therefore also about creating a solid corporate culture, and therefore unrivaled competitiveness.Today, there is a consensus on the usefulness and importance of customer experience. This importance is reinforced by the fact that social networks can be very quick to relay a bad customer experience. This can be done by ruining several months of marketing efforts in a few tweets.
What the article "The Truth About Customer Experience" reveals is that companies often address the issue of customer experience from the small end (the point of contact) rather than as a whole (the customer journey). The authors propose a 4-step diagram to gain this essential perspective.