![]() ![]() ![]() To counter this, forward thinking companies are measuring Customer Service and treating it as more of a science and so Customer Experience, CX, was developed. ![]() Isn’t Customer Journey Mapping the same as customer service?Ĭustomer service can mean many different things to different people. Included is a free excel template that will assist in developing the CJ map. Customer Journey Mapping is extremely beneficial to smaller firms as it is to larger firms. While Customer Journey Mapping was mainly the realm of larger companies, the concepts are easily applied to smaller organisations. The objective is to maximise the relation between the customer and the organisation. In this blog we will use the example of a hospitality venue to showcase how and why we would use a Customer Journey Map in a SME.ĭeveloped in the 1990’s, a Customer Journey Map is a tool that maps out the Customer interactions with the company from start to finish and analyses the customers motivations through to their emotions and frustrations. This is particularly so in the hospitality game. With all industries with a B2C component customer service is paramount. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |