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?