Customers interact with multiple teams and individuals throughout their journey with your company. Any time a customer transitions from one contact at your business to the next, there’s a risk: will your customer have the same wonderful experience with those new individuals that they’ve had so far? Or will they fall through the cracks? Having a smooth internal transition process between your teams can act as a bridge to ensure that customers have a seamless and consistent experience, regardless of who they’re talking to.

This blueprint shows how to use the SPICED Framework at these handoff moments; following these steps, you will ensure that the customer has a smooth and consistent experience throughout their journey.

Identify critical hand-off moments