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Best practices for how customers engage with your company

The following best practices should be considered for improving the customer experience across the customer journey stages:

  1. Use technology to automate multiple aspects of the journey, reducing the overall time to value for the customer.
  2. Remove unnecessary paperwork and traditional documentation requirements for the customer, minimizing effort.
  3. Provide service geared around the customer's schedule.
  4. Set clear expectations with the customer and then meet them.
  5. Proactively keep the customer informed and up-to-date throughout the journey.
  6. Solicit near-time customer feedback with very targeted metrics.

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Walker Weekly

Walker is a consulting firm specializing in customer experience. Helping businesses for more than 75 years, Walker’s diverse team of consultants provides tailored, comprehensive solutions to help companies achieve their business objectives and grow shareholder value. Walker specializes in customer retention and growth, using predictive analytics and other innovative approaches. Walker works with some of the world’s most influential businesses as well as emerging organizations of all sizes. For more information, please visit

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