So we have analysed the customer's journey, looking not only at the different steps our customer goes through, but also how he feels along the way. We've also checked the different touch points the customer interacts with and identified gaps or points for improvement. Useful techniques that help us better serve the customer. But one question is left untouched: does the customer care?
The best experience in the world will not create loyalty or ambassadorship if the customer’s need is left untouched. - Tweet this
Outside-in is about making the shift from providing solutions to answering needs. - Tweet this