![]() It’s not going from having a problem to not having a problem, but rather the overall value of the process. It could be when they book a job, send a review, receive an invoice, or become a repeat customer.Ĭustomer experience is the result of the individual journey(s) that a customer takes. To make things easier for you, we’ve decided to separate the journey from the experience like this:Ĭustomer journeys are individual interactions (that can be grouped) that a customer has with your business. The real challenge, then, is getting customer journeys right both in terms of high-standards and complexity. It’s not the other plumbing company’s booking experience you need to measure up to, it’s ’s. What most field service managers overlook is that these expectations are not shaped by your direct competitors, but by every other company your target market comes into contact with. ![]() Also, we’re not only talking here about enterprise level commercial customers who look for high-end proposals even your average homeowner has specific expectations these days. The problem here is that the customer journey isn’t just a straight line anymore (customer has a problem, technician fixes it, customer is happy) but a complex journey. Field service customer journey mapping arose as the answer to this increasingly digital customer the kind of customer who expects both online and offline excellence.
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