BP Trends Article It’s the Customer Journey That Counts

BP Trends Article It’s the Customer Journey That Counts

Description

Rob davis examines six characteristics of a good customer experience. What is common to all of them is that they are all determined by the efficiency and effectiveness of business processes. To measure how your organization’s processes perform Rob proposes that you test the customer experience. And, he provides two useful tools to help you do so—the Customer Journey Model and the Cycle of Service Diagram.

Authors (for this Publication)

• Davis, Rob

Publication Dates

• 2011 - 12

Domain Subject Areas (that this Publication elaborates)

• The Customer