CJM looks at mapping out the total customer experience across all touchpoints between the customer and the company/organisation.
- from initial contact
- the purchasing process
- after sales support
CJM is the activity of mapping out that experience:
- The experience you want to provide to the customer
- The experience the customer would like/expect to receive
The company must find out what are the most important factors from the customers’ perspective. Determining whether they will remain loyal to your company depends on their experience when interacting with your people and process.
The gaps between the desired customer experience and the one actually received will determine your success in business.
What companies need to do is ensure the customer receives the quality of experience they require at each touchpoint.
Providing a positive customer experience will lead to more business over time. Leeds city has numerous consultants and business advisors that can help.
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