According to Zendesk's CX Trends Report 2022:
60% of customers now have higher expectations of customer service than before the pandemic.
So anything that we can do now to remove pinch points and reduce customer effort is likely to be very well welcome indeed.
What's the best way to walk in your customers' shoes?
One way is to become a customer of your business.
Or, if that's not possible, adopt the same philosophy as Bill Gates and deliberately seek out your most unhappy customers, listen to them and learn how to improve.
As you walk in your customers' shoes be sure to map the full customer journey.
Customer journey mapping helps you to see more clearly the steps your customers have to take to achieve their goals when they interact with your organisation.
How easy are these steps?
Are your systems, people, and processes helping or hindering?
Perhaps it's time for a redesign?
To find out more about how to map customer journeys or for other types of support with your customer experience programs, please don't hesitate to book your free online consultation.
