Remember/ Awareness Arrangements Experience Review
Remember/ Awareness Arrangements Experience retell
“IT and the Business”
“The shake-up is the culmination of weeks of mounting pressure from customers, politicians and investors. The company’s lackluster response has prompted customer outrage .”
“…the Board has responsibility to Equifax’s customers, employees and suppliers… …all of whom are essential to a profitable business .”
“The airline’s chief executive, Michael O’Leary, apologized to investors and passengers affected. The company blamed a ‘failure within its pilot rostering function’ for the cancellations. ‘This is a mess of our own making ,’ said Mr. O’Leary.”
For customers – fulfilling their needs in an honest and fair manner … …generating sales through…the ability to fulfil commitments.
• Better understand the direct customer experience • Identify and prioritize gaps, irritants, and opportunities for improvement today • Support the continued awareness and development of customer experience capabilities • Create more value for our customers AND our company
Internal Draft Map & Customer Internal CJM Scope Assessments Validate Validation Review Launch the Develop the Customer Present final Compile project and draft of the interviews to cross- report, with understand customer validate or functional change the conditions journey map challenge the opportunities, views of of satisfaction. based on the internal view journey, priority setting information of the journey and next steps. touchpoints, Retain 3 rd gained in the map directly perceived party internal with customer assistance. interviews. customers assessments
McKinsey Quarterly, Feb. 2006
McKinsey Quarterly, Feb. 2006
The capabilities are more static… While apps and data can be very dynamic…or hang around for years! They drive how effectively we perform…how flexible we are…how efficient with our $...
Edvard Munch
https://www.mckinsey.com/business-functions/organization/our- insights/the-moment-of-truth-in-customer-service
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