How do you make your customers do what you want them to do? How do you pave the path for them to follow? Knowing their journey helps in getting an insight into their thought process, personality and most importantly their needs. Accurately tapping into those needs and aligning your service with that ensures customer satisfaction and creates positive CX memories.
Not only that, it also helps companies to identify the critical Moments of Truths. These are the interactions that make or break your relationship with a customer. Let us start our discussion by first understanding, what do we mean by customer journey, how to map CX journey and then we will move on to defining Moments of Truth.