Many brands have been coming to me for years to try and figure out what to do about customer frustration. At the end of the day, it might be that a brand has to completely rethink of the customer experience, from the customer’s point of view. Often what happens if a company looks at the customer journey from the company’s point of view is that they miss why customers are frustrated. It’s often that, even during the experience between a customer and a company, that the company can’t see why a customer is frustrated.
However, that is all about to come to an end. Why? Companies will be able to understand the “in-journey” customer experience, know what a customer has done, where they are in the journey, what is working, what’s not worked and where they are stuck — and get this — offer the right help or content or information or answers — at the right time. That’s right-time, real-time — in-journey customer experience.
If sounds like something you might want to understand more about, I’d love to have you join me as we explore this topic in more detail. Here’s where you can learn more about it: Solving for the “In-journey Customer Experience.” What you will learn is that — when a customer calls you, texts you, tweets at you… you (as a brand) will know who they are. And even if or when someone from a brand shows up at the customer’s house, the brand will know who that customer is AND generally have available, the context of the conversation because of the relationship we have created using people, process and especially new types of technology. If customer experience is something on your mind, join the conversation! Start making a difference! Stop customer experience frustration by learning about in-journey customer experience intelligence.
Dr. Natalie Petouhoff, VP and Principal Analyst, Constellation Research
Dedicated to people, process, technology and data to deliver on amazing customer experiences!