It translates into a traffic light (green, yellow or red) to understand the degree of customer satisfaction at each intersection between: the action at the time of consumption – what is expected [ EXPECTATION ] VS the situation or moment of contact received from the company [ REALITY ].
You may be wondering what rwanda business email list are the main benefits that led this work model to be on everyone's lips and today be one of the best-paid specialties on the market. Its purpose?
The main benefits include:
It is more profitable to care for clients than to go out looking for them: Getting involved with Cx tools, such as the Journey Map, will allow you to be attentive to your client at all times. You stop working from the general to get involved with the details that will differentiate you in the market, exceed expectations and increase your client's desire to choose you again.
Anticipate needs, plan: Whoever manages to anticipate events will undoubtedly save time and, consequently, money . Being able to anticipate expectations or potential errors in management will allow you to anticipate and avoid the discontent of potential detractors of the brand.
Generate a larger number of salespeople: What if I told you that by working on customer experience you can exponentially increase the number and quality of your salespeople? Of course! What could be better than many satisfied customers who want to recommend your brand at different events with friends, family and colleagues. A satisfied customer will be your best salesperson.
