Customer Care Customer Confidence Loyalty Self Service 
BlueOcean
JANUARY 6, 2020
The graphic below shows the “spider web” appearance of today’s typical customer journey. The good news, according to Gartner insight, is that channel switching isn’t actually hurting customer loyalty. But when customers end up switching to a live agent channel midway through their journey, the cost is often 80 to 100 times more.
ShepHyken
NOVEMBER 30, 2018
Goal: Improve Customer Loyalty. The best policies and procedures do not compel agents to say no to certain customers. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. As an example, evaluate abandonment within your web self-service channels.
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