Doing CX Right Blog

Personas & Journey Mapping
The End Of The Customer Journey Matters Just As Much As The Beginning

The End Of The Customer Journey Matters Just As Much As The Beginning

by | Feb 6, 2018 | ,

Many companies spend a lot of time and budget on acquiring new customers. They focus on driving satisfaction in the early stages of the journey (Learn & Buy) and ignore customer experiences and sentiments once payment is received. This is often the case for companies offering membership-based services. We recently encountered a situation that demonstrates essential CX lessons.

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Satisfaction Is Based On An Entire Experience, Not A Single Interaction

Satisfaction Is Based On An Entire Experience, Not A Single Interaction

by | Jan 4, 2018 | ,

There is a lot to learn about doing CX right from our own everyday experiences as consumers. If we pay close attention, the lessons are right in front of our eyes. The following story serves as a great reminder of just how important the customer journey is and the need to measure satisfaction along the entire path. When a series of bad experiences outweigh the good, customers may not return. 

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