I used to work for an American company where they regularly checked up on employee satisfaction. They didn’t just want to know about general satisfaction, but satisfaction related to opportunities for working with customers. This wasn’t a bad approach as every employee was required to think about customer perception.

To develop a customer journey, you need to concentrate fully on customers and focus on their satisfaction until the concept comes to an end. You can do this, but only when a broad base is put to use. This is why a large number of employees is so important, as customer experience develops in daily business, and is defined by the individual employees on the front line. Communication and training on a broad employee base must therefore form part of a customer experience program.