354: Are you neglecting key moments in the customer journey?

Jeannie Walters CCXP explains how to find and leverage key moments that are typically overlooked, but have a great emotional impact on how customers perceive and remember the customer journey. Are you aware of the key moments in your customer journey? Are you focused on the customer journey? I mean REALLY focused? Most business leaders say they are, but few dive deep enough to uncover the commonly overlooked moments that can punctuate an otherwise great experience with negative emotions. On the other hand, these moments have the potential to delight customers and make a positive impression they’ll remember and talk about. So when you think of customer experience on this scale, the customer journey is filled with these moments. How do you find them? How do you know if they matter? More importantly, how can you make them painless, then take the extra step to make them special? “If your environment is off, so is your Customer Experience” -Jeannie Walters Jeannie has been recognized as the authority on Micro Moments, and she’s got you covered! In fact, Jeannie’s signature keynote on this subject was delivered live at TEDx, and she wants to share some new insights with you! This episode is loaded with powerful tips and examples of how these tiny moments can spell disaster for your customer journey, or create moments of delight with a few simple tweaks. Customer emotions are fragile and fickle. But you have the power to fill the customer journey with positive emotions, every step of the way. Don’t blow it by focusing only on the big stuff. “I want you to sweat the small stuff. I want you to start worrying about details.” -Jeannie Walters via TEDx Share YOUR micro moments! Have you identified any powerful Micro Moments in your customer journey, or as part of an experience you’ve had as a customer? Then share them with Jeannie! She loves hearing your stories and can’t get enough of ‘em! Connect with Jeannie LinkedIn Twitter Website Related Content 360Connext® post,Emotion IS The Experience: Microinteractions Infographic Customers That Stick® post, It’s Never too Late to Win with Customer Experience: The Comcast Turnaround Episode 344: Shaun Belding, The Journey to Wow Episode 333: Don’t Make Assumptions About Your Customer’s Journey We're on C-Suite Radio! Check it out for more great podcasts Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices