Moment Mapping is a term used to describe how managers can learn to see the customer experience from the customer's point of view. Moment mapping involves recording or collecting information about each interaction a customer goes through n a typical process. This information can then be used to drive process improvement.
The following video is really helpful to understand the power of moment mapping. A Norwich Union Insurance manager describes how the company used a customer experience moment mapping technique (provided by a consultant) to experience their own service as if they were a customer. From the experience, they learned how to simplify their claims process, cut costs, increase profitability and increase customer satisfaction levels.
The following video is really helpful to understand the power of moment mapping. A Norwich Union Insurance manager describes how the company used a customer experience moment mapping technique (provided by a consultant) to experience their own service as if they were a customer. From the experience, they learned how to simplify their claims process, cut costs, increase profitability and increase customer satisfaction levels.
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