Yes? No? Maybe? The right answer is a rotund NO! Why? Simply because there is a new factor that is greatly impacting Customer Experience (CX) nowadays, and we must be aware of what we can and must do to mitigate
A new era of customer expectations is here. A new type of customer relationship came into being based on the increasing use of digital applications. The underlying technologies that made this possible were the internet, mobile devices, and social media.
Although many think change is the only constant, there is one thing that never changes: If companies want to keep their customers, they must make sure they can meet the basics expectations of customers (in terms of price, product, and
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
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
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
