Usage of customer experience map to a service company

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customer experience map

Data-driven customer experience enables companies to execute customer interactions based on consistently reliable insights. Those insights are the basis for providing the experiences that will best resonate with individual customers. Delivering what they want at exactly the right moments. A customer experience map is about connecting with people in a meaningful way, through all their channels – mobile, web, and social. 

What are customer experience map?

A customer experience map is a form of organization that companies have started to use in the past few years. A company will often have many different departments, each doing their own part in organizing products for customers. However, if you do not align your departmental goals things can start to go wrong with the goals of other departments. Hence, this causes conflicts and creates poor customer experiences.

The idea behind a customer journey map is simple. You have to make sure you are aware of what’s happening at every stage of your customer’s journey. You have to document steps on flow charts or diagrams. This way each department can contribute to common goals and stop having conflicting objectives. As it might frustrate customers out on their journey with us.

Need of customer experience maps for service-based businesses 

With service businesses such as Uber, it’s most likely that the number one thing people will do is visit your company’s website before even considering booking a ride.

And so if you don’t have what they want right up front for all to see, they’ll most likely just go and find another business who can give them what they’re looking for straight away. 

It makes sense then to take some time and create a customer experience map of your site. It should include an overview of what visitors will be expecting to read on any given page. This way we know we need somewhere with information about our rides which visitors can get without having to follow any other link.

Customer experience maps can help you map your thoughts and feelings about the process behind your service. You should not complicate it with the feelings of your customers versus the needs of your customers.

The point is to uncover the moments where your customer did not engage with your brand. Hence, to strengthen those points of interaction so that more positive experiences will come from them.

Example of a service-based company offering great CX

A few of them are Netflix, Visa, Southwest Airlines. These service-based companies have been driving good revenue because of what they do for their customers.

One service-based company that has created a customer-centric culture is Southwest Airlines. At boarding passengers are their top priority and they understand the importance of first impressions and interactions with customers. 

From the moment a passenger steps onto one of their planes all they want them to feel is welcome and content. So, ticketing agents will often greet passengers as if they were meeting up with family or friends.

The customer may also find stroopwafels as snacks either at the security gate or in the terminal which was adopted by the Dutch airline KLM as soon as it knew about its popularity amongst Californian fliers due to how unappetizing airline food can be. 

Play with your customers’ feedbacks

You would include customer feedback on the service. You have to couple it with both qualitative and quantitative feedback. It should include input from people who are actually feeling your product or service. 

Through this kind of information mining, you can easily identify problem areas (and sources) for stress points. Once you identify this area of stress, you will have to take proactive steps to remedy them. You can add more staff during peak hours or provide different levels of training at times when you require it the most.

To sum up:

Customer experience maps can also be used to target areas in which customers are completely satisfied, so that improvements on these aspects may not be needed. For example, if a user recently leaked car fluid while being serviced at one of your dealerships and provided feedback through their customer comments page on social media then a quick scan of this map will show that there was some risk involved with their visit and that they were not fully satisfied with how service was provided by the dealership.

Traditional service companies usually utilize customer experience maps. They do it to understand whether a customer is satisfied or not. The process entails identifying the specific points in time when a customer becomes disgruntled. Mapping out how they can be reached at these different points in order to rectify the problem. This process of reaching past customers is made possible by implementing call centre technology that routes complaints or comments back to employees within certain customer-related departments, rather than just routing it through an automated system where responses are pre-written.

Read also: How Did Steven Burns Become Famous?



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Sunday, 03th July 2022
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