Identifying and understanding all the touchpoints a customer goes through as part of the experience with your organization, whether digitally or in-person, is critical to improving the customer experience.
While many organizations spend a lot of time disseminating NPS score breakdowns, it is difficult for managers to act on increasing promoters and eliminating detractors without clear direction. That is where customer journey mapping comes in.
Having a clear understanding of all the points of interaction with your company helps identify where pain points occur and the customer experience can be improved.
A customer journey map will identify all the touchpoints a customer has with your organization, including all digital and in-person interactions. Identifying the importance of each touchpoint will enable managers to focus on the most important pain points for your organization.
Only then will customer satisfaction improve!
Tis Insights has been researching the customer journey before it was called Customer Journey. Contact us to improve your customer’s experience!