4ROCKS: For Resolution Of Customers' Known Struggles
Sean ?? Albertson
CXO | Professional Speaker | Business Advisor | Award-Winning Author — My keynotes, workshops & consulting will help you navigate the largest transformation in the history of customer and personal experience.
Have you ever developed a journey map outlining a relatively straight forward process, just to find out you customer's make their own way and often make it harder?
Customers don't always follow the path we lay out. They can experience flaws in our design, or they just make different decisions that take them in other directions. The key is that the harder the customer has to work to resolve their issue, the more likely they will follow a path leading away from our businesses.
Like our customers, rivers often follow the path of least resistance as they work their way to the end of the line. What gets in the way? ROCKS! As the river flows, it makes its way through the soft soil, changing direction as it runs into the ROCKS in its path. Similarly, ROCKS in our business, processes, products or services increase customer effort and potentially create disloyalty.
Join me at #CXFS and #NGCX, as I discuss a program aimed at finding those ROCKS and creating improvement opportunities to reduce effort and increase loyalty.
- For Resolution Of Customers' Known Struggles #4ROCKS
You can also hear more about this on the CX Decoded Podcast, April '22 edition, hosted by CMS Wire.
Helping Businesses Scale since 1999
2 年Awesome laser-focus is on metrics Sean, that move the needle—delight, engagement, and retention.?Thanks for sharing the podcast!
Automating Third-Party Risk Management and Compliance with AI-driven Technology
2 年Great podcast, Sean! Very insightful!