This post was originally shared through the ICMI (International Customer Management Institute) newsletter. You can view the original version here.
Call center managers have seen it before. Customers form an expectation from your sales channel or marketing literature, receive a different experience through operations, and then call your contact center where they may receive a third perspective.
It’s the setup for a rough call, and an even rougher customer experience. But it doesn’t have to be that way.
Great companies have found a way to create a consistent end-to-end experience. They align their silos, creating a consistent experience from start to finish. How do they do it?
Enter customer journey mapping.
Customer journey mapping is a series of techniques that map out your customer experience from start to finish. It follows your customer across silos as they go from initial awareness through the sales process into ongoing engagement.
A popular way to conduct journey mapping is through a workshop. Read more