¡¡¡You must make the customer journey, don´t let others explain it to you!!!

Dear friends,

Every new employee from our organization should get a sort of customer journey map

and make that journey ,rather than giving them an organizational chart,and some other

less-than-customer centric instructions...They should be trained more from the customer

side and experience.

When we face some process and we want to truly understand it, with its different

steps,connections,....we just go and cut the process down into the more insightful pieces

and then we review it and build that process again, we go first-hand all along the

experience.

Doing it that way, what happens normally is :

- You expand your knowledge about the subject.

- You get to know the big picture and the valuable details also.

- Normally you come across with new ideas to make the whole process better.

Some more things are going on in our mind as you´ll now discover...

So if we pretend to know our customers, we must make that journey, everyone in the

organization has to make it, and for sure you and your customer will benefit from that.

Sometimes we spend a lot of dollars in others telling us how our experience is like, but

we must go and experience that by ourselves.

There is a slight difference in the level of awareness and call- to -action going in our

mind, when we experience things at first hand rather than from other sources. That´s a

keypoint and an important missing point normally in the design of customer experience

, and also employee strategies.

I hope you like this insight ,and you think about it when designing your customer and

employee experience.

I´d love to hear your comments about that topic.

¿Did you like this article?, ¿Are you interested in customer experience

management, experiential marketing, neuroscience,...?. If so you must visit our

international site of our project :

http://www.client-experience.com/international/the-project/