Customer Journey Critique - To protect and smile

Posted by Steve Whittington on Sep 11, 2017 9:27:27 PM

Edmonton Police Service logoA little while ago I had to get a reference check for a non-profit board I serve on.  I audibly groaned at the thought, but it needed to be done.

My perception versus the reality of what occurred was night and day, in fact I could say I was delighted by the experience with the Edmonton Police Service.  Who says that?

Well I do, at least for this experience.  In keeping with my desire to review a business every month (I missed August) against the four stages of the Customer Journey, I thought why not review a public service? To kick-start the critique, this is my Net Promoter Score for the EPS background check:

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Topics: customer journey critique, Edmonton police service, Customer Journey, Blogs

Customer Journey Critique - A cut above the rest

Posted by Steve Whittington on May 10, 2017 10:58:51 PM

In an effort to further study the Customer Journey, I have taken observations beyond the myopic environment of the brands I serve to the broader marketplace.  I am proposing a monthly review of a business where I will describe how the customer journey was for me and critique the four stages of the customer journey. If you need a reminder of  the four stages of the customer journey, it is outlined in this blog.

This week I am starting with a B2C service brand. To kick start the critique, this is my Net Promoter Score for the brand in question:

On a scale of 1- 10; 1 being the least likely and 10 being the most likely, how likely are you to recommend this brand to friends, family and colleagues?

9

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Topics: customer experience, customer journey critique, Customer Series, net promoter score, Customer Journey, Net Promoter System, Blogs

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