As disruptive technologies and rapid market changes reshape entire industries, leading companies are turning to customer experience for a competitive advantage. Nowadays it is an imperative to implement a data-science-based methodology to improve customer experience by identifying, quantifying, and prioritizing customer experience gaps and opportunities. With the necessary combination of qualitative and quantitative customer understanding, strategy and solutions, companies will be able to understand and optimize customer journeys to drive brand loyalty and customer lifetime value at scale. Best-case-scenario, companies need to build in-house capabilities for continuous improvement to delight customers.
5 focus areas are primarily important:
- Focus resources appropriately to achieve business results and maximize value from customer experience investments.
- Meet or exceed customer expectations, improve loyalty, and increase customer lifetime value.
- Develop a deeper understanding of customers across all touchpoints and the entire customer lifecycle.
- Generate a more comprehensive set of actionable insights from new and existing customer data.
- Create a sustainable framework for ongoing, in-house customer experience improvement.
How well are you doing with each of those?
We define Customer Experience as all interactions, expectations, and emotions a customer has during their entire journey with a company. Customer Experience is often misunderstood. It is more than customer service, customer success and user experience (UX); it comprises all these and more.
To properly manage Customer Experience, it is necessary to apply a set of methodologies, technology, and processes to understand, track and improve customer experiences so they meet or exceed customer expectations and ultimately improve loyalty and customer lifetime value (CLV).
More companies lack maturity in managing Customer Experience (Although they might think that because they survey customers to rate service, is enough! It is not, a lot of more has to be done.
The extent to which an organization routinely performs the best practices of Customer Experience Management required to understand, track, and improve customer experience in a disciplined way show how mature they really are.
The importance of Customer Experience Is growing. Customers today are more informed, empowered, and sophisticated than ever before. They seek information on products and services from trusted third parties (Including their family, friends, and coworkers); and they complete a majority of the sales process on their own before engaging directly with a company or brand. If they have a negative experience, they share it far and wide on social media.
How much are you really a customer and market driven company?
Do you know your customer journey?
To what extend the experience you deliver to your customers make a real difference?
Do you know your Customer Experience (CX) commitment index?
Do you know your Customer Experience (CX) maturity index?
We can help you find the answer to those question and to prioritize the actions to be taken.
We are here to help!
