How do you work with others to improve customer experience?

Customer Journey Maps certainly can cover the End-to-End journey, but you can also map important sub-journeys, or even micro-journeys. For example, a B2B SaaS company might map the customer onboarding journey, knowing that it's a critical phase in the customer lifecycle. Whatever journey you are mapping, it's critical to listen to your customers—don't rely on internal company perspectives.

Nowadays it’s becoming more and more difficult to understand and map customer journey. More importantly is map your company deliveries and improve all of them first. Customer behavior is changing fast.

Understand Your Customer Journey: The Adventure Map The first step in any journey is understanding the roadmap, and your customers' journey is no exception. This isn't about passive spectatorship; it's about immersing yourself in the customers' shoes, feeling every step they take, every challenge they face, and every triumph they experience. Mapping out this journey illuminates the path your customers take and reveals the moments that matter most. As the mavericks of MOFI, we relish in the details, savoring each stage of the journey as an opportunity to disrupt, innovate, and create unforgettable experiences.

You may not be your persona Be careful about making hasty decisions based on your perspective alone. In most cases, you are not your persona. After mapping and understanding the Journey, validate the points with your client. Get to know his perception and expectations at each point of the journey.

Mapping out the customer journey is an essential first step in improving the customer experience. By understanding the path customers take from awareness to retention, we can identify touchpoints, pain points, and expectations. Collaborating with various teams and sharing data and insights will help us create a comprehensive picture and uncover opportunities to enhance the customer journey.

Important to add that from the perspective of a customer they don’t link with company policies or rules. Therefore is important to engage at the showtime always

Align Your Goals and Metrics: The Harmony Highway Ready to merge onto the harmony highway? Aligning your goals and metrics is like setting the GPS for your customer experience expedition. When your entire team's objectives are aligned and grounded in metrics that matter, you're no longer a band of individual artists, but a harmonized symphony, playing to the rhythm of CX excellence. Remember, what gets measured gets managed. By setting clear, measurable goals, you're setting the stage for tangible success.

As métricas s?o um bar?metro para verificar o que a empresa está entregando. O foco deve ser na correla??o da estratégia do negócio com a constru??o da estratégia de experiência do cliente. Saber quem é o seu cliente, e como a empresa gostaria que ele se sinta toda vez que ele interage é crucial para entregar uma melhor experiência para seus clientes. O mapeamento da jornada é um passo inicial para entender como seus clientes est?o nos múltiplos pontos de contato com a empresa.

I always say that there is no customer experience without a huge employee experience. People share same values and propositions.

Empower Your Team and Customers: The Liberation Lane Who's ready to ride down liberation lane? Empowerment is the gas that fuels your customer experience engine. Equip your team with the knowledge, resources, and autonomy they need to make impactful decisions. Unshackle them from the traditional confines and watch as they transform into customer experience virtuosos. And hey, don't forget your customers! Give them the power to customize their journey, to voice their opinions, to feel seen, heard, and appreciated. This is what the liberation lane looks like, my friends - where everyone gets to be in the driver's seat.

Establishing a healthy customer-first culture emerges in a healthy work environment and the key to success is communication. The more you care and collaborate with your teams, the better they serve your customers. Build that confidence!

I believe, that in order to enhance customer experience, it's all about teamwork! ?? Listen Actively: Encourage your team to actively listen to customers. They're the best source of insights. Feedback Loops: Create feedback mechanisms to gather customer input regularly. Training: Train your team to understand and empathize with customer needs. Empowerment: Empower your team to make decisions that benefit the customer. Sometimes this is tricky when there's trust issues. Constant Improvement: Foster a culture of continuous improvement based on customer feedback. By aligning your team with your customers, you'll create a stellar customer experience. ?? #EmpoweringCreativeMinds #CXEnhancement"

I love this. Empower them. It is definitely a challenging thing to do, due to, after they are told or given the guidelines on what or what not. Here is where we inject our creativity so that our team members are able to see the broader picture to - best customer service. Whether it’s training or workshops, I love the part to scenarios. How will team members respond in different scenarios as a team or as an individual. The type of decisions the make. Never shot down anyone’s ideas. Instead, help them to see the rationality. Make is fun and interesting, and you will be amazed at the responds of team members.

Learn and Improve Continuously: The Evolution Express The final stop on our tour is the evolution express, where learning and continuous improvement are the tickets to ride. Complacency is the antithesis of disruption, folks! Embrace a culture of perpetual learning, of trial and error, of daring to fail and daring to grow. Dive into the data, dissect the feedback, and draw insights that drive improvement. Remember, every mistake is a mentor, every setback a stepping stone to the next great leap.

Customer experience like I said previously is live organism. What is good today could be less tomorrow. Companies need to map, measure and create everyday

Another way of continuous improvement is to set up customer feedback loops so that feedback from customers is regularly gathered at different touchpoints and incorporated into the decision-making process. Modern businesses must?establish systems that store data and that could be utilized to enhance customer experience. It helps stay up to date as well as identify specific pain areas with regular comments, reviews, and ideas from customers.

These examples can be done really well in agile work formats, like squads. Technical, operational, and administrative teams prototype, test, and measure results together with the same goals to improve the customer journey.

To improve continously you need both Inner and Outer Loop practices to learn and grow as a company. Outer Loop i.e root-cause analysis and action planning allows you to engage differents parts of the organisation from business lines to supporting functions to discuss and analyse customer feedback in organisational level (= what it is that we need to improve as a company). Committing to both immediate actions and structural changes allows you to continuously improve and have dialogue in various levels of the organisation from C-suite to customer interface.