Customer Service: Why Mapping the ‘Customer Service Journey’ is a Useful and Important Step

February 02, 2015

To put it simply, a customer service journey map is one that defines the “steps, stages, and touch points your customer goes through while interacting with your product, brand, or service,” Impact Learning writes.

Mapping out your customer service journey should go beyond the purchase and closely examine the customer experience before, during, and after interacting with your company. It is a good way to keep track of how your company can improve and expand. It requires commitment, input, and updating, and it pays off in the form of giving you insight into how your customers perceive you and how you can provide them with incentive to keep returning to your product, brand, or service.

Four easy steps to map your customer service journey can be found at Impact Learning.

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