Guide: Kundresa visar vägar till bättre kundupplevelse

Kundfokus Det är inte säkert att företagets och kundernas uppfattning om kundupplevelsen stämmer överens. Men med en kundresekarta i handen ökar träffsäkerheten och möjligheterna att identifiera förbättringsområden och skapa affärsutveckling.

Guide: Kundresa visar vägar till bättre kundupplevelse

Customer Experience (CX) är en affärsdisciplin där man utgår från kunden i företagets affärsprocesser och därmed skapar förutsättningar för att få nöjdare och mer lojala kunder. En av grundpelarna i CX är att på djupet sätta sig in kundens upplevelse av interaktionerna man har med företaget över tid. Det kan då visualiseras i form av en kundresa, så kallad Customer Journey Map.

Någonting är fel

Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.

– Att förstå sig på sina kunder är viktigare än någonsin. Produkter och tjänster är i många fall identiska och kundupplevelsen blir därmed en allt mer avgörande konkurrensfaktor, säger Camilla Lif, som är konsult, rådgivare och utbildare inom CX, kundcentrering och kundresor via CX-byrån This is Betty.

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