333: Don't Make Assumptions About Your Customer's Journey

Live from the National Speakers Association’s Influence 2018 conference, Adam and Jeannie take the mic (and camera!) to make 2 strong cases for mapping your customer’s journey more thoroughly. Your customer’s journey is not what you think it is Too often, brands elect not to map the entire customer journey because they think they know all about what happens. Unfortunately, this sense of understanding is typically based on assumptions around the ideal journey, not the actual experience. As a result, customers experience unnecessary friction, frustration, and broken promises. “If someone makes me a promise…then I should be able to rely on that.” -Jeannie Walters We have 2 cases in point: While in Dallas, TX for the National Speakers Association (NSA) Influence 2018 conference, Adam and Jeannie noticed a few hiccups in their own journeys as customers. So they put on their customer experience hats to show you what can go wrong when your customer journey is viewed only from the inside out. “We’re using this as a teachable moment.” -Adam Toporek But it’s not just about the journey they have as your customer. As you’ll learn in this episode, considering where your customer was before they reached your brand and how they reached you can reveal critical distinctions! Many brands still don’t take this step towards greater understanding. Therefore, we urge you to listen in (or watch!) this episode, where Adam and Jeannie analyze these experiences from the customer’s perspective. Related Content 360Connext® post, Using Customer Journey Maps: Dirty Secrets and Wasted Opportunities Customers That Stick® post, Remove the Weak Links in Your Customer Experience: Part 1 Episode 289: Transitions and Gaps in CX Episode 235: Customer Experience Touchpoint Tips We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices