I am a customer experience manager -- what is the best way to map the customer experience across all touch points?
across all touch points requires rigorous discipline, and many companies tend to cut corners and therefore fail to do it properly. What a customer experience manager needs to do is map the journey of the customer from the first initiation of a contact (e.g. advertising and website) to the last invoice they receive. Then, assess the importance of each touch point in the eyes of the customer as well as the company's performance at each touch point. Such an assessment can be done through interviews, focus groups and
. Either way, it has to look at the holistic customer experience journey. What can help in this process is to collect all complaints and issues raised at each touch point. These will give an indication of which quality issues need to be prioritized.
Dig Deeper on Customer experience (CX) management
Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide ...
Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice ...
Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in ...
Have a question for an expert?
Please add a title for your question
Get answers from a TechTarget expert on whatever's puzzling you.