Understanding the customer experience often requires more than data points and written observations. The most meaningful insights live in real moments: how a visitor is greeted, the energy of the space, the subtle cues that influence whether someone engages, explores, or walks away. Traditional reporting can capture the facts, but video captures the truth.
By Marguerite Turner, Operations Manager at BARE International
Mapping the customer journey is essential for understanding their experience across every interaction — from first contact to post-sale. This analysis helps visualize each stage clearly, identify friction points, and align processes and strategies with real consumer expectations.
The customer journey goes far beyond the moment of purchase. Every interaction matters — from the first contact with your brand to post-sale support. But does your company truly know every step your customer takes before closing a deal (and coming back)?
‘Personalized content can now be delivered through whichever touch point the customer prefers.’ BARE shares an article by Dale Renner for Forbes on Transforming the Customer Experience: Personalization. Read more
‘Many organizations today consider customer experience to be key in differentiating them from competitors. This is vital, as most businesses are now operating more-so online than in person because of the pandemic. The online world brings with it increased competition, particularly from digital natives. While most businesses can’t compete with digital natives from a technology perspective, they should be looking to other ways they can provide value to customers that will secure their loyalty.’ BARE shares an article by Neil Hammerton for ITProPortal with key differences between customer service and customer experience.
Although customer experience has been coined as a key facet of a company’s brand perception, and in turn, the quality of its products, the term is not one we see often in industry.’ BARE shares an article by Lindsay Gilder for Thomas with customer experience tips for industrial businesses.
The hospitality industry focuses heavily on face-to-face communication. However, the digital revolution has now forever changed almost every aspect of our world — perhaps none more so than customer service.