In what way can a role influence the Customer Journey according to the provided perspectives?

The choice that highlights how a role can influence the Customer Journey is through its impact on the quality of services provided to customers. Each role within an organization contributes to the overall experience customers have during their journey, from initial contact through after-sales support. For example, customer service representatives play a vital role in how issues are resolved and how effectively they communicate with customers, which directly affects customer satisfaction and loyalty.

When employees within any role understand their influence on customer experience and are empowered to deliver high-quality service, it enhances every touchpoint in the Customer Journey. As a result, when a company prioritizes quality, it cultivates lasting relationships with customers and encourages repeat business.

Focusing on minimizing employee training and onboarding, solely on product development, or limiting customer feedback can diminish the effectiveness of roles in enhancing the Customer Journey. To truly create a positive customer experience, it is essential that all roles prioritize service quality and foster an environment where feedback is valued and acted upon.