C3centricity Podcasts

This episode recounts Denyse's negative customer experience with the Hilton hotel group, illustrating failures in their customer journey mapping. Three key lessons are developed out of this experience: 1. The need to integrate all customer touchpoints 2. The importance of adequately addressing and resolving mistakes 3. Follow-up is necessary to ensure customer satisfaction. In conclusion, Denyse proposes two additional improvements to customer journey mapping: 1. Incorporating customer emotions at each interaction 2. Personally experiencing the customer journey as a buyer This discussion focuses on improving customer service and satisfaction by optimising customer journey mapping strategies.