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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Optimize revenue from your leads with our Customer Journey Maps presentation. Use this deck to draw out and visualize complex customer experiences and...
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Current State – these customer journey maps are the most commonly used. They provide insights into the actions, thoughts and emotions that customers currently experience when they interact with a brand. Day in the Life – these customer journey maps provide insights into the actions, thoughts and emotions your customers currently experience in all the activities in which they partake on a daily basis, whether or not they are related to your brand. Future State – these customer journey maps visualize what you assume the actions, thoughts and emotions your customers will be in the future when they interact with your brand. Service Blueprint – these customer journey maps are a less fancy version of one of Current State, Day in the Life or Future State maps. They deal with the factors responsible for delivering customer experience, such as people, policies, tech and processes.
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