Crack The Customer Code

Jeannie Walters CCXP explains how to find and leverage key moments that are typically overlooked, but have a great emotional impact on how customers perceive and remember the customer journey. Are you aware of the key moments in your customer journey? Are you focused on the customer journey? I mean REALLY focused? Most business leaders say they are, but few dive deep enough to uncover the commonly overlooked moments that can punctuate an otherwise great experience with negative emotions. On the other hand, these moments have the potential to delight customers and make a positive impression they’ll remember and talk about. So when you think of customer experience on this scale, the customer journey is filled with these moments. How do you find them? How do you know if they matter? More importantly, how can you make them painless, then take the extra step to make them special? “If your environment is off, so is your Customer Experience” -Jeannie Walters Jeannie has been recognized as the authority on Mic