❔”Is customer experience and process improvement the same thing?” ❔
This is a very interesting question! For starters, we need to think of it as a “yes, and” scenario. Business plans tend to focus on what’s happening INSIDE the organization, while customer experience is often happening outside what you do. Customer experience is the end-to-end experience that the customer is having with your brand, and it’s happening if you’re being intentional or not. So let’s be intentional!
In this episode, Jeannie talks about:
- Business processes and customer experience management
- Where our focus needs to be for CX and business processes
- Reviewing business goals in relation to customer experience
- How to get this outside lens of what’s happening with your business
Resources Mentioned:
Customer Service Blueprinting [LinkedIn Learning Course]
Article: Service Blueprinting and the Next Normal
Experience Investigators Learning Center
Want to ask a question about this episode – or another CX issue? Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn!
Curious about how Jeannie Walters, CCXP, and the Experience Investigators team can help you Create Fewer Ruined Days for Your Customers™? Let’s talk!
Jeannie