A Lazy Guide to Customer Journeys

You’ve probably been through hundreds of customer journeys.

By the time we hit adulthood, we’ve bought mobile phone contracts, taken mortgages. paid bills and leased cars.

Most of us are seasoned customer journey takers.

We know what’s good and bad. Here in the UK, moaning about poor customer service is like a national sport. Brands with poor service are regularly vilified like politicians and fatcat bankers.

Let's take this down the pub.

Don't judge me, but I love listening to people talk about products and services. Pubs and coffee bars are great places to hear what people think. Last week, I was down the pub earwigging.

Here's a selection of what I heard about poor customer service:

• “You wouldn’t believe how long I was put on hold.”
• “I doubled checked the bill and they’d charged me twice.”
• “And I was just about to book the holiday when the site crashed.”

The back story.

The pub punters could also recall what happened between them and the service provider — before the event went so badly wrong.