Customer Journeys should put our organization in the best light possible.
But we’ve spent decades reengineering processes to reduce cost and increase efficiency. Even with Six Sigma, we may have sacrificed the Voice of the Customer to achieve financial targets.
Now is the time to look at our processes from the customers’ Points of View – from their journey with us. Do our internal processes accommodate a journey that meets the standards we set for each customer experience? E2P. Easy. Pleasant. Productive.