Are You Good In Bed?

Now I know what you think. I mean how dare she? The audacity!

Have you ever walked into your favorite retail brick and mortar store and felt a disconnect between how its brand attempts to speak to you via email, catalogs and snail mail flyers, compared to how its in-store experience interacts with you?

Does this store’s call center customer service representatives utilize the same personal care and attentiveness that an in-store sales person would?

Often there is a huge difference between these two types of customer services. One commonality that you will find across most top-shelf or luxury brands, such as Equinox, Apple, Macys, Tesla, Tiffany & Co and Hilton, is a seamless and consistent customer service experience across all points of interaction, also referred to as touchpoints in the marketing world.

From the moment a prospective customer engages with one of the aforementioned successful brands, regardless if the interaction begins in a retail store location or website, customers are treated to a unified online/offline experience.

Customer experience mapping is a process for discovering how your potential customers or new users feel as they engage with your product or service’s sales funnel touchpoints. It’s the research that you will prepare and scrutinize, a journey of sorts, from the beginning to the end of your potential customer’s engagement with your company.

You should start to think about customer experience mapping as telling a story.

Every story has a beginning, middle and end; recalling that compelling stories have some meat or substance to them. So, the story is not just the actions and tasks of the protagonist…right? Your customer’s experience with your products, services or brand is not any different.