Have you ever received a followup call from a doctor asking how you were feeling? I haven’t.
But what if that happened?
What if you tweaked some part of your customer’s path that allowed you stand out from similar businesses? What if it delivered unexpected delight?
Who or what could you emulate that has already nailed one of those steps? And could that become part of your brand?
It’s common for large companies, such as an airline or FedEx, to devote resources to mapping customer journeys or creating customer profiles. But what about enterprises that lack the resources or don’t know that considering a customer path is important in the first place? Or that there even is a path? Read more