How to Identify Weaknesses in Your Customer Journey Map
GetFeedback
JANUARY 12, 2020
Through Voice of the Customer (VoC) surveys and many other sources of customer feedback, it can seem like a game of whack-a-mole. Southwest gets lots of negative feedback on their boarding approach and yet decided that fixing this problem would raise costs and eventually cause customers to defect. Journey mapping as a CX tool.
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