How to conduct a customer
Experience audit in 5 steps Now you know what a customer experience audit is, let’s now discover how to conduct one. Use the following steps to create your own CX audit process. 1. Map out the customer lifecycle You need to understand all the stages of your customers’ journeys. Map it from the moment the customer is made aware of your business. Follow it through to any contact with after sales support. You could make this a hypothetical journey. That means looking at each stage of the customer lifecycle in the abstract. Alternatively, you could use mystery shoppers to give a true sense of the customer experience.You could even transact with the business yourself along with other company leaders. The customer lifecycle map will look something like the following. This fictional example maps the journey of Zach, a customer of a sneakers retailer. Zach sees an advertisement on TikTok. Zach visits the companyWhatsapp Number List website to browse. Zach purchases new sneakers online. Zach receives thank you email and order confirmation. Zach seeks assistance from the omnichannel contact center agents to rearrange delivery. Zach receives new sneakers and posts about them online, tagging the company. You’ll notice that Zach interacts with the business in many different ways. This is important.
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Each interaction is known as a touch point. We’ll go on to discuss that more in another step. The purpose of this step is to get a high-level understanding of the customer experience. This will help you to determine what data you’ll need to gather. It will also begin to reveal potential points of friction in the customer lifecycle. For example, it may be easier for Zach to rearrange delivery himself online. Instead, he chose to do it through the call center. 2. Choose KPIs to establish a monitoring process To make your CX audit a more scientific exercise you need measurable data.
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