Unless you have been living under a rock, all organizations know that focusing on customer experience is the single initiative that brands can do to differentiate themselves in the marketplace and create value. This need is not just for service or retail organization but all organizations, including fabrication, manufacturing even the non profit sector. An entire industry has developed around teaching customer service to organizations. The challenge for a lot of organizations has been measuring the entire customer experience with metrics that can be referred to and improved upon. The entire customer journey can now be measured, in fact as you will see in this talk it has been codified.
The customer journey with an organization is broken into four stages. Stimulus, The Sales Process, The After Sales Process and Retention and Referral. (Read the four stages of the customer journey) Each of these stages can be measured using various data points from software, surveys and customer information. Improving any one of these stages or “moments of truth” can influence your business results. Imagine working on all of them at the same time? Dramatic breakthrough results can be achieved. This talk takes you through the customer journey, its measurement and the ways to improve the individual stages and all the “moments of truth” you have with your customer.