My customer experience will never be the same again. The
guest journey brought such awareness to what my experience encompasses. I
didn’t realize how my journey truly began before arrival at my destination and
after my departure. The exploration of the mobile applications and websites
shaped my visit before I even arrived. My expectation of the museum and the
memorial was established before I even set foot onto the property.
Being a mystery shopper and constructing the service map
with the blueprint has heightened my awareness of the customer experience. The
service mapping of the current system allowed me to really pinpoint weaknesses
in various settings. The memorial and museum are not the same entity, but still
have similar pain points and areas of innovation. These are points that can be
passed onto various businesses outside the tourism industry. Businesses should
regularly have their employees document their system and showcase it to all in
the organization. The awareness of the impact each employee has on his or her
customer would be an enlightening experience for the employee. Imagine if
organizations utilized these tools from the ground up, customer service would
stop being such a nasty four-letter word.
J. Padmore
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