Whether you realise it or not, your company is a part of the customer experience industry. You can be an emerging Amazon set to dominate the ecommerce industry, or you could be a drone startup offering assistance to the military – it really doesn’t matter. Customer experience is a major facilitator of business, revenue and growth – and it can’t be ignored any longer. What are you doing to improve customer experience? Are you building a customer experience strategy?
Think about it from your customer’s point of view – he might be complaining to a customer support agent via phone, and your marketing team might be emailing a promotion about a discount on an industry event. What will he think about your company when he experiences something like that? He probably would think your company just wanted to sell him your product/service.
This is why it is important to have a customer experience strategy in motion to improve customer experience. Before we set out to create a customer experience strategy, let’s understand what makes a great customer experience.
Before you set out to create a level of customer experience like never before, it is important to understand what makes a great customer experience… Read more.