Did Sheila get the answer she needed when she emailed our support team? Did Joe spend more in store this trip compared to last trip? Did Jess find the right features after downloading our mobile app?
With the mind-blowing proliferation of tools designed to help manage each and every aspect of the customer journey, it can be easy to get siloed into thinking about how one tool or team interacts with a customer.
But Sheila, Joe, and Jess aren't thinking about their interaction as a support experience, or a store experience, or an app experience. They're think about their experience.