Why You Need to Map the Customer’s Ecosystem
The customer sits at the center of their own ecosystem of providers. You need to map their ecosystem to identify the best service experience opportunities. Most companies only look at their interactions with the customer, sometimes called “”company pathways””. They use this understanding to improve the interactions in the pathway from their own perspective. They think that is how the customer sees things. But that isn’t how the customer sees things at all. In addition to the interactions with the company, the customer interacts with many other actors to get the resources they need to get their jobs done. The customer looks at all the interactions in their journey and the different actors involved; at the ecosystem. This is a very different perspective. Full article: https://www.mycustomer.com/customer-experience/engagement/why-you-need-to-map-the-customers-ecosystem
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