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Designing an excellent Customer Journey is critical to a Customer Experience Transformation. Our company must undertake an end-to-end redesigning of our Customer Journey to transform Customer Care experience. Customer Experience Transformation has taken an omnichannel approach with each unit in our organization contributing to a seamless Customer Service.
In developing the Customer Journey, Customer Care plays a critical part. In this presentation, we discuss the various barriers, challenges, and benefits of excellence in Customer Care.
We also have several slides breaking down an illustrative, 5-step Customer Journey. In this journey, we depict the path our customer takes from initial interest to conversion. It specifies the customer interaction and functional ownership at each step.
Each insight and understanding derived from Customer Journeys should be translated into new ways of improving Customer Experience. There are 3 insight areas in adapting operations to enhance Customer Service:
1. Overcome organizational barriers
2. Understand each touch point with context
3. Identify universal pain points and develop solutions
Other topics discussed include Customer Satisfaction Pyramid Model, Six Hallmarks of a Customer Service Transformation, Customer Experience Performance, and among others.
This deck also includes slide templates for you to use in your own business presentations.