As businesses strive to offer exceptional customer experiences, it’s important to understand that the customer journey doesn’t begin and end with the sales or support teams. Every department and employee, regardless of their role, plays a crucial part in shaping how customers perceive and interact with a company. By recognizing how each touchpoint contributes to the journey, employees can make decisions that directly impact customer satisfaction.
In this blog, we’ll break down the customer journey and explain how employees across various departments—whether or not they interact directly with customers—can influence the experience. By recognizing key moments to delight customers and identifying opportunities for improvement, all employees can contribute to an outstanding customer journey.
