Day 11 in my 12 days of Christmas mini blog series
11. Your customers’ journey
There will always be little tweaks you can make to improve your service.
If January is a quiet month for you, now’s a perfect time to for you and your team to review your customer journey and all the various touch points your customers experience.
What feedback have you had from customers recently, either directly or via social media? What patterns or trends are there?
How well do each of your team members (both customer facing and back of house) appreciate all the customer touch points.
They will frequently pick up on opportunities to improve the customer’s overall experience, or where you can add value or make recommendations to customers.
Action point: Give each of your team a section of the customer journey to review from a customer’s perspective. What would they change if they could?