You’re committed to monitoring and improving the customer experience. You know it boosts loyalty and customer lifetime value. You might not know that the benefits of a powerful customer experience are strongest when you take a comprehensive approach that’s built around the customer journey.
But, the customer journey can seem confusing and complex. To compensate, many companies take a very simplistic approach, thinking that periodic surveys constitute a customer experience program. On the other hand, some companies make it much more complex than it needs to be. There is a middle ground - where your company can create a robust, customer-focused customer journey that isn’t overly complicated.
When you take the time to map your customers’ experience before, during and after purchase, you can create a higher chance of return customers and client loyalty.