Bad customer experiences can come back to bite you! I was reminded of this last night when I was watching Seinfeld re-runs and came across the ever-popular “Soup Nazi” episode.
If you haven’t seen it, the plot centers around a tyrant owner of a soup shop. This guy makes amazing soup, and his secret recipes draw people from miles away. But, the customer experience he delivers is atrocious! It’s only a matter of time before his customers say enough is enough, and that’s exactly what happens. Watch a short clip from the episode here: http://youtu.be/2xqkpP59UgM
Clearly this is an over exaggeration of a bad customer experience. But it got me thinking about how businesses can avoid “the bad experience backlash” if we all spend time purposely designing experiences that are made to delight our customers.
A customer journey map is a tool that can help you do just that. If done with the right approach, it can help you visualize customer experiences and identify any “No Soup for You” moments (i.e. problems) that exist. Journey maps can uncover insights that are sure to ignite innovation in your company and prompt the design and development of new and improved experiences and solutions.
Customer Journey Mapping Resources to Help You Find & Fix Your “No Soup For You” Moments:
Touchpoint Dashboard offers a host of Journey Mapping resources on our website to help get you started and then guide you as you continue to update and use your map to monitor and manage your company’s customer experience. Here are a few we recommend: