Ask yourself:
- Do all of your employees "think like a customer"?
- Is your customer experience seamless?
- Do your internal departments work together?
- Are customer complaints and compliments valued?
Our clients have realised that "Thinking like a customer" is not limited to any specific
function, geographic area or industry. Various functions during the customer experience
influence the customers' journey positively or negatively. Think about your experience as
customer during an post sales query. Did it affect your experience?
Customer experience in certain geographic areas may be excellent shown through high
customer loyalty results and positive customer satisfaction feedback but shoddy in the next
area with numerous customer complaints.
Customer experience is not limited to the industry you are in. If you have any form of
customer, you are dealing with customer experience. An experience between a supplier and a
customer influences your perception of that organisation.
Thinking like a customer and placing customer glasses on to view your customer experience
requires practise. Our CX courses, CX internships and CX consulting focus on assisting
employees to identify customer feedback through analysing customer complaints and
customer compliments. Completion of the course includes recommending how to correct the
customer journey through practical customer journey mapping techniques.