Customer experience impacts every step in the customer journey from the moment the audience becomes aware of your services, through to the reason you ultimately lose them. If you have previously relied on past experiences, instinct, guesses, or opinions to identify customer pain points and evaluate your customer experience, maybe it’s time for a different approach?
A Customer Experience (CX) Audit can help you effectively identify shortfalls and potential opportunities by giving you a more in-depth understanding of friction points in your customers’ journeys. How do you complete a CX Audit for your organisation and where should you begin?
We’ve put together a CX Audit series to define what a CX Audit is, when and why it’s needed, and to provide you with a step-by-step guide on how you can conduct a CX Audit for your business!