People, policies, tech, and processes play a crucial role in delivering customer experience. People are the frontline of any customer interaction and their skills, attitudes, and behaviors directly impact the customer's perception of the brand. Policies set the guidelines for how customer interactions should be handled and can greatly influence the customer's experience. Tech is used to facilitate and enhance the customer's interaction with the brand, making it more efficient and enjoyable. Processes are the steps taken to deliver the product or service to the customer, and their efficiency and effectiveness can greatly impact the customer's experience.
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