Improving the Customer Journey...from filling potholes to repaving the road

Since the Customer Journey is a beginning-to-end view of customer interactions, and Customer Experience is your customer's perception of those interactions across all touch points...Customer experience doesn't end after the marketing brand promise has been made or the sale is complete. One weak touch point can negatively impact the customer's entire perception. Broken processes, unsynchronized systems, bad data, and outdated policies can all create potholes along the Journey.

Are potholes along the Customer Journey eroding your Customer's Experience?

Each area of your organization makes an impact on customer experience!  Each day, decisions are made throughout your company that affect customer experience, including: 

• Marketing & social media posts
• New customer service policies
• Hiring & training decisions
• Inventory replenishment strategies
• Shipping and freight vendor changes
• Technical tool evaluations
• New partnerships and acquisitions

Read the remainder of this post here...

Check out other Tribridge Ask the Expert Blogs about the Customer Journey...

• Are Customer Advisory Boards Needed?
• How Does a Poor Accounts Receivable Experience Impact your Customer?
• Can Inventory Optimization Make or Break the Customer Experience? 
• Should CFOs focus on Customer & Sales Risk Management? 

• How can data drive Customer Acquisition & Retention?

• Can poor Master Data Management sabotage customer experience?

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ABOUT THE AUTHOR:  Living in San Diego, I am the Customer Experience Practice Leader at Tribridge, headquartered in Tampa, FL. With a background in Sales, Product Management, CRM, and Customer Experience (CX) business consulting, I am passionate about working alongside customers to transform their organizations and realize their unique CX goals. I have been recognized by International Customer Management Institute (ICMI) as a Top 50 Thought Leader.  Connect with me on LinkedIn or join me on Twitter @JessicaJNoble.