Doing so allows you to uncover the root causes of your most stubborn CX issues - and identify opportunities for long-lasting improvement. Just as customer journey mapping plots and assesses the outward-facing touchpoints that comprise your customer experience, service design mapping allows you to take stock of the internal systems and processes underlying that experience. Your first step toward a brighter CX future is something called service design mapping. After all, those direct points of customer interaction - from marketing materials to your member portal to customer support - form the outward manifestation of your products and services.īut what if we told you that your CX problems are more than skin deep? That in order to find lasting solutions to your external issues, you need to address the root causes in your internal systems? The truth is that a superior customer experience begins with the right operational infrastructure: the people, workflows, and systems that support your products, services, and digital experiences. What’s your first move? If you’re like many executives, your gut instinct is probably to zero in on each of the external touchpoints driving that experience. Let’s say you’re looking to improve your healthcare organization’s customer experience (CX).
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