What comes first: Customer service, customer-centric or customer experience?
Customer-centricity comes first, followed by customer experience, and then customer service. Customer-centricity: Being customer-centric is the foundational mindset and approach that drives all customer-related initiatives. It involves understanding and prioritizing customer needs, preferences, and expectations throughout the organization. Customer-centricity sets the stage for creating a customer-focused culture and informs decisions and strategies that aim to […]
Is being customer centric the same as customer experience?
No, being customer-centric and customer experience are not the same, although they are closely related. Being customer-centric refers to an organization’s approach and mindset that puts the customer at the center of its business strategy, decision-making, and operations. It involves understanding and meeting customer needs, preferences, and expectations effectively. A customer-centric organization prioritizes the customer’s […]
How to identify the gap to create a Great Customer Experience?
To identify the gaps in your current customer experience and understand where improvements are needed, you can follow these steps: Gather customer feedback: Collect feedback from your customers through surveys, interviews, focus groups, or online reviews. Ask specific questions about their experience with your brand, products, and services. Pay attention to both positive and negative […]
