Do you drive to the supermarket with the assumption that it is okay not to buy, let’s say, 20% of the items on your shopping list? Alternatively, perhaps you prepare Sunday lunch and feel happy leaving out one or two…
Managing your customer experience is about much more than the warm glow of a job well done. It has a material impact on your performance and sustainability.
Longevity of your products, services and business systems only happens when they satisfy your customers. Generating customer loyalty needs much more than reputation management.
When organisations depend on customer-facing teams to resolve all customer issues, they are likely to run into repeated problems.
Improving your customer experience needs a blend of quantitative and qualitative information. Give your customers a good listening to and see the results.
Digitally enabled processes do not dispense with the need for quality management. If you want to satisfy your customers you must provide what they need, when they need it, how they need it all the time.