The customer journey is something every field service management business knows about. It’s the route your customers take from requesting service, straight through to a finished repair and paying the bill. Knowing the customer journey is an important part of field service management. That’s because the more you know about what your customer is going through along the journey and what path they will take, the more you can plan and optimize that journey. And that means a better customer experience.
The customer journey map should be well entrenched in your business. And you should be looking at things like field service management software to help improve the customer journey so you can deliver fast and efficient service. But there are some failures field service management businesses need to avoid as they work through the customer journey.
- Not looking at the entire journey
- Not keeping the journey up to date
- Look at the wrong point of view
- Trying to control the timing
- Using the journey map incorrectly
Let’s see what these failures look like.