One strategic imperative for organizations is determining what customers want and how the organization can smartly acquire the organizational capabilities to close those gaps.
As organizations grow and evolve, commercial functions like sales and marketing often become too complex. Reducing the complexity of these organizations contributes to employee experience as well as the customer experience – and the bottom line.
Change is most successful when employees clearly understand their roles. These steps are key to helping your employees through the change process.
Two ways to think about NPS for customer experience is 1) how you react to issues and 2) what you do “wow” the customer.
The availability of countless tools, software and management systems, customized training programs, and strategic planning applications, makes it easy to forget the reason we have them in the first place. The reason is the customer.
How do you deliver an unforgettable customer experience that differentiates you from competitors? Make sure you’re facilitating strategy implementation your customers can feel.
Learn tips on how you can succeed in creating a positive customer experience that will generate increased customer loyalty and create marketplace differentiation.
Often, what actually drives customers’ buying behavior may be unrelated to what they say they want. The things customers say and believe aren’t always what forces their actions or decision.
Making sure all stakeholders understand how they link back to the customer is an important step in maintaining a customer-centric design for your organization.
To turn a customer experience failure into an advantage, think through the process of customer recovery and design ways to turn service failure into a strategic advantage.