“In our research and consulting on customer journeys, we’ve found that organisations able to skillfully manage the entire experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. They also discover more effective ways to collaborate across functions and levels, a process that delivers gains throughout the company.” - Harvard Business Review

Sometimes, it feels like the job of a customer experience pro is more firefighting than creating. That’s because improving customer satisfaction is often a case of taking corrective action in the here and now – rather than planning ahead with the building blocks of a great customer experience.

For truly seamless customer satisfaction, you need to find those building blocks – the enablers of a positive experience. Because the touchpoints and waystations along the customer journey aren’t all equal; some matter more than others. Enable a positive experience at those touchpoints, and you’re heading for customer nirvana.

This SlideShare outlines five of those points...with ideas for turning them into reality.







Digital Transformation, Customer Experience