Evaluating your customer's' journey?

The Customer Experience Professionals Association recently had a webinar on the customer journey from initial touch through the sales process to finally working together with the goal of a re-purchase.  Two of the slides in particular caught my attention. 

The first slide outlined the process of your customer's experience in the discovery and sales process and then through onboarding. 

Touchpoints

The second slide worth sharing is how the customer might be feeling during the entire process. 

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The bottom line? Your organization is only as strong as its weakest touchpoint. Uncovering each and every touchpoint and evaluating its effectiveness is key to maintaining a happy customer.

Contact us if you need help evaluating the customer touch points of your organization.