Jeff Toister

Mapping the customer journey pain points

Published on: August 12, 2014
Author: Pauline Ashenden - Marketing Manager

All organisations understand that customers go on a journey when they interact with them. However, this is rarely a straightforward trip, but more of an expedition with twists and turns, ups and downs, spanning many channels.Along this journey, Jeff Toister, the author of Service Failure: The Real Reasons Employees Struggle with Customer Service and What You Can Do About It – identifies thre...