Your customers’ journey

Here’s part 6 in my 12 blog series onCustomer Journey

how to engage and motivate your team on their return from their Christmas break

6. Your customers’ journey

Now’s a perfect time to review your entire customer journey and all the various touch points your customers experience.

I’m often amazed how frequently I come across employees who only know their tiny little bit of the customer journey, having never experienced anything else the customer gets to see or hear.

I strongly encourage any business to have every single employee experience every one of their customer touch points. It’s amazing what they pick up and the opportunities they see to improve the whole customer experience. Not forgetting the potential it opens up for spotting opportunities to add value or make recommendations to customers.

So if January is a quiet month for you, what better time to review this.


Delivering great customer service is more than just a sheep dip exercise. Find out more here


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