The customer experience, or journey, is made up of many touchpoints or interactions with an organisation.

Each touchpoint creates a positive or negative experience for every customer that uses it.  That’s multiple customers and multiple touchpoints.  Add in the systems, processes and individuals involved with each touchpoint and the complexity builds.

We start by taking a step back and looking at the whole journey, from start to end (including all the detours on the way).  Customer feedback is particularly important here for road testing the total customer experience and identifying any bumps along the way.

We’ll also work with the teams involved with each touchpoint, understanding what needs to change to improve the employee experience of each interaction. 

It’s about building employees’ confidence and capabilities to deal with any customer situation.  Get that right and the customer experience will be transformed.