Today we see an ever-increasing march towards technology utilization to engage with customers. Using technology, an organization can create efficiencies in the workplace designed specifically for their custom customer journey. This means many portions of the customer journey are now being augmented by technology. Broadly, this is starting with AI helping write ad copy for ads, bots answering chats, workflow automations for updating customers order status and automating customer outreach (after the sale or for closing the sale).
A 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:
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?