tag:blogger.com,1999:blog-4325801270893684209.post5997538282490271920..comments2007-09-14T07:33:41.193-05:00Robert G. Howardhttp://www.blogger.com/profile/05109738152842611690noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-4325801270893684209.post-10852986899073243902007-09-14T07:33:00.000-05:002007-09-14T07:33:00.000-05:00Many industries that are less complex than the airline industry yet manage to create dissonant experiences and put their customer through a not so memorable experiences. What many don't do is Customer Journey Mapping. They should ask themselves: What do we put our customer through as (s)he atttempts to, and does business with us? This requires an analytical approach of all customer touchpoints for starters and then a whole lot more... CJM is slowly becoming a recognized methodology and I would encourage readers to discover it. As you said in an earlier blog: it's a process.<BR/><BR/>Websites such as eCustomerService.com, MarketingProfs.com and CustomerThink.com also carry articles on this topic.<BR/><BR/>Eric Fraterman<BR/>www.customerfocusconsult.comEric Fraterman - Customer Service Consultanthttp://www.blogger.com/profile/09893860257117032078noreply@blogger.com