All the activates in an organization revolves around customers journey with an organization. The Experience an organization deliver to their customers is throughout this journey.. to keep customer satisfied throughout the journey an organization needs to be clear about their customers expectation and ensure that the organizational mechanism is in place to fulfill their customers expectation.
The customers journey with an organization, involving many touch-points. Every touch-point (in-person, telephonic or web-based / digital) should offer the best possible experience consistently that are appropriately and suitably supported by the back-end. This requires a disciplined customer centric approach involving micro-planning, robust delivery system, state-of-the-art technology, continual training, regular monitoring and understanding changing customer needs