289: Transitions and Gaps in CX

Jeannie exposes unexpected gaps in CX created by transition processes and procedures within the customer journey. Are you creating unnecessary gaps in CX? Who has not had a great experience do a complete 180 somewhere along the way? This often happens during transitions in the customer journey. In fact, experience gaps in these transitions are often invisible from within the organization. Do you know where they are? A great overall experience means not only delivering excellence during every phase in the customer journey, but also zeroing in on the transitions. But don’t make the mistake of thinking you have them all tightened up! This is where gaps in CX are often only visible from the customer’s perspective. “I bet there’s a #CX transition YOU control that you can fix quickly!” -Jeannie Walters Whether transitioning from freemium to premium or sales to usage, happy prospects find themselves scratching their heads and having second thoughts at critical moments. That said, it’s important to understand what’s really happening to them at these turning points! What typically goes wrong, and more importantly, how you find and close these gaps? Don’t make happy prospects lose their enthusiasm over something that can easily be avoided. Jeannie has some classic examples of transitions that cause gaps in CX, so you can find and start fixing them today. Listen in!  Related Content 360Connext® post, Your Process Flows Don’t Know Jack! Customers That Stick® post, Turn Your Customer Experience Inside Out Episode 255: (Tip) Your Org Chart vs. Your Customers Episode 120: Jim Kalbach, Experience Mapping Expert We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices