Getting to Know You—Deep Diving into Customer Journeys

As consumer demands for best-in-class customer service continue to rise, the burden of expectation on companies is staggering.  Customers are no longer surprised when needs are anticipated, instead it is simply expected.  Customer service representatives face a daunting challenge to meet expectations, and many companies are ill equipped to empower these representatives to do it.

Customer loyalty can takes years to cultivate, and can be lost overnight by a single poor experience.  Mitigating the likelihood of a bad experience, therefore, is paramount within the realm of customer service.  But companies often lack the resources, infrastructure, and strategic direction to create a customer service capability agile and informed enough to avoid those bad experiences.