Inspiration Customer Experience Management is the new black
By Duncan Lawley
It will come as no surprise to learn that many companies across the globe are looking to tighten their budgets in the face of the servere economic challenges they face. The majority however, are keen that these savings do not cut across customer satisfaction therefore putting loyalty at risk. The words “customer experience management” are, today, being used more and more frequently as an expression of urgent company focus. But what does this mean in reality?
To get a full understanding of a customer’s experience when purchasing a product or service it is, of course, essential that all the various customer contact or “touchpoints” are evaluated. Whether interacting with a customer on the phone, online or face to face, whether giving information, advice or after sales service companies can positively (or negatively) influence a customer’s experience. An understanding of the motivating factors that drive our customers to return again and again needs to be carefully established so that a strategy for the future development can be identified.
A company unable to measure these contact areas is one that will find it impossible to execute an effective customer experience strategy and in some cases that could mean the difference between profit and loss, survival or bankruptcy .....
The extensive experience that we have in this field has led to our development of a comprehensive range of products designed to extract this essential information from all customer “touch points”. The resulting data is formulated and a unique strategy for improvement produced.
This approach to improving customer experience is, in every aspect, based on facts and not guesswork or intuition, we call it Fact Based Development. The opportunity has arrived for companies to focus their efforts on what their customers want and not what they believe their customers want.
It will come as no surprise to learn that many companies across the globe are looking to tighten their budgets in the face of the servere economic challenges they face. The majority however, are keen that these savings do not cut across customer satisfaction therefore putting loyalty at risk. The words “customer experience management” are, today, being used more and more frequently as an expression of urgent company focus. But what does this mean in reality?
To get a full understanding of a customer’s experience when purchasing a product or service it is, of course, essential that all the various customer contact or “touchpoints” are evaluated. Whether interacting with a customer on the phone, online or face to face, whether giving information, advice or after sales service companies can positively (or negatively) influence a customer’s experience. An understanding of the motivating factors that drive our customers to return again and again needs to be carefully established so that a strategy for the future development can be identified.
A company unable to measure these contact areas is one that will find it impossible to execute an effective customer experience strategy and in some cases that could mean the difference between profit and loss, survival or bankruptcy .....
The extensive experience that we have in this field has led to our development of a comprehensive range of products designed to extract this essential information from all customer “touch points”. The resulting data is formulated and a unique strategy for improvement produced.
This approach to improving customer experience is, in every aspect, based on facts and not guesswork or intuition, we call it Fact Based Development. The opportunity has arrived for companies to focus their efforts on what their customers want and not what they believe their customers want.
