From touchpoints to journeys: Seeing the world as customers do
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Transcript of From touchpoints to journeys: Seeing the world as customers do
![Page 1: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/1.jpg)
CUSTOMERAIRPORT
TOP TEN
The ten worst elementsin customer satisfaction
COMPLAINTS
![Page 2: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/2.jpg)
NUMBER
Confusing layout ofsecurity-screening checkpoint
10COMPLAINT
![Page 3: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/3.jpg)
NUMBER
Chaotic check-in andbag-drop process
9COMPLAINT
![Page 4: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/4.jpg)
NUMBER
Lengthy security-screeningprocess
8COMPLAINT
![Page 5: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/5.jpg)
NUMBER
Not knowing how longany event will take
7COMPLAINT
![Page 6: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/6.jpg)
NUMBER
Complete lack of seating after security screening
6COMPLAINT
![Page 7: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/7.jpg)
NUMBER
Difficulty in finding groundtransportation after arrival
5COMPLAINT
![Page 8: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/8.jpg)
NUMBER
Jammed, dirtybathrooms
4COMPLAINT
![Page 9: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/9.jpg)
NUMBER
Unfriendly securitypersonnel
3COMPLAINT
![Page 10: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/10.jpg)
NUMBER
Almost impossible to findway around
2COMPLAINT
![Page 11: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/11.jpg)
NUMBER
Having towait with nothing to do
1COMPLAINT
![Page 12: From touchpoints to journeys: Seeing the world as customers do](https://reader031.fdocuments.in/reader031/viewer/2022021919/587009801a28ab427f8b6c8b/html5/thumbnails/12.jpg)
Creating value throughtransforming journeys
CUSTOMEREXPERIENCE
To provide customers with a distinctive experience, anorganization must unite around the goal of meeting customers’ true needs.
The effort can power a vast amount of innovation.