Our company went through a re-branding this past year. For those of you who have embarked on this adventure, you understand it is not as easy as it may seem. This was a journey in and of itself, filled with extensive research with our clients, their relocating employees, our supplier partners, and industry experts. Through this process, our eyes were opened to new insights on the customer experience and the impact we can have as an organization.
With relocation being the third most stressful event a person can go through, following death and divorce, you can imagine it comes with its share of emotions – excitement, anticipation, confusion, frustration, and even fear. As service providers, we often are involved in just one part of the overall journey. We have our processes, our to-do lists, and we go through the motions in silos. It works for us, but what does it look like from the customer’s point of view? Are there opportunities for us to make the journey smoother? What would that mean to our customers and how would that impact their experience with our organization?
Interestingly, understanding the customer experience has become one of the top issues for companies today. To that end, we recently created a customer journey video called In Their Shoes. It allows you to walk alongside the relocating family and experience the journey through their eyes. Our goal is to help others look at mobility in a new light and walk away with a better understanding of the customer’s experience, so that they may identify opportunities to provide more meaningful and effective support.
After walking in the customer’s shoes, what would you start doing? What would you stop doing?
Visit the In Their Shoes site today to start your journey!