A few years before I joined this amazing company, the leadership at Plus Relocation engaged in research to truly understand the relocating employee's journey and how this impacted their overall experience.
After decades of delivering high levels of customer service, service alone was no longer the accepted route to winning and retaining clients. Nor was service necessarily making a sufficiently positive difference to the life changing experience that the relocating employee and family were undertaking. The result was a seismic shift and game-changing approach to delivering an end-to-end customer experience, which continues to lead our industry today.
This HBR article is a timely reminder for all service-led teams to ensure that they fully understand the powerful impact they can have by focusing on to the customer experience.
In our research and consulting on customer journeys, we’ve found that organizations able to skillfully manage the entire experience reap enormous rewards: enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. They also discover more-effective ways to collaborate across functions and levels, a process that delivers gains throughout the company.