Customer Experience is one of the most potent differentiating factors in a business that looks to embrace universal greatness.
The organization has to continuously understand its customer needs and requirements and also have a clear understanding of how customer-centric approaches enhance the business model and lead to high value, high performance outcomes coherently.
Goals for effective customer experience management is to transform more customers to loyal and long-time ones, appreciate their feedback: Great companies find ways to engage and lead. The information has to be shared, focused on how to do any improvements in optimizing customer experience and looking at opportunities for driving business growth and cost optimization. If you could present a clear rationale, linking customer experience to long term business success, then a senior leadership team is more likely to make a commitment for improving customer satisfaction and building expertise in leading a customer-centric organization.
High performance companies become part of the conversation to determine what's important and needs changing vs. what's anecdotal, to run a customer-centric organization. Information technology plays a significant role in digitizing customer touch points and synchronizing real time organizations. The real power of information technology comes from the innate appeal of intellectual stimulation that people derive from sharing what they know, expressing different opinions and learning what others know and think, especially listening to customers’ feedback and understanding their concerns.
Analytics gaps need to be filled out for delighting the current customers and generating multifaceted business value: Some customer analytics focuses on alluring new customers, with the ignorance of long term loyal customers. Some organizations that get stuck at the low level of maturity ignore long term loyal customers because they assume those customers will continue paying the company for services. When assumptions are wrong, the conclusions would also be wrong. Everything from how pricing is affecting close times and support calls to referral business activity are triggered by customer experiences. Organizations need to do deep analysis, understand their customers with empathy, reward loyal and long term customers, appreciate their feedback and support.
The goal of “adding value to the company by adding value to the customer" can be achieved via providing delightful products or services, and building a strong corporate brand. Total Customer Delight is an index of Total Participation in the Growth of the Enterprise, directly or indirectly. It defines the degree of value ownership of customers in the enterprise. Too often there are companies who "talk the talk" and claim to be focused on their customers while doing nothing differently. In truly customer-centric organizations, long term loyal customers are treated better than their employees in certain aspects; or they treat their employees as customers, and link customer satisfaction with employee engagement.
Being customer-centric needs to be a business's long-term goal: Although achieving profitability is an important aspect of a business's survival and thriving, losing a customer-centric approach will impact the bottom line in the long run. Most organizations are organized in silos, how would you ensure that all structures, processes and strategy alignment around excellent customer experience to result in a high performance business? How would you model different value propositions to different customer segments yet developing and offering the product and services using the same or similar business capabilities?
It is realized that the organization has to move to a customer-centric organization. Having a strong sense of how to develop customer-centric programs within the business; that means the integral solutions to combine technology and business tactics. Business management needs to clarify how business architecture defines the building blocks for business transformation; what tools and artifacts you create to ensure that business is evolving towards the customer-centric vision. The goal is to harness innovation which can optimize customer experience lifecycle based on personalization, interactions, preferences, ultimately increasing customer loyalty by following three “I”s: Insight, Interaction, and improvement.
Customer satisfaction is to balance customer needs and company needs so that both the business and customers come out the winner. Customer Experience is one of the most potent differentiating factors in a business that looks to embrace universal greatness. It is the actual battleground for the companies aiming at staying above the competition. Customer Experience Management is extremely important to a company's existence and growth. It's the attitude that carries itself throughout the whole company; and a set of differentiated competencies to build the long term business advantage.
High performance companies become part of the conversation to determine what's important and needs changing vs. what's anecdotal, to run a customer-centric organization. Information technology plays a significant role in digitizing customer touch points and synchronizing real time organizations. The real power of information technology comes from the innate appeal of intellectual stimulation that people derive from sharing what they know, expressing different opinions and learning what others know and think, especially listening to customers’ feedback and understanding their concerns.
Analytics gaps need to be filled out for delighting the current customers and generating multifaceted business value: Some customer analytics focuses on alluring new customers, with the ignorance of long term loyal customers. Some organizations that get stuck at the low level of maturity ignore long term loyal customers because they assume those customers will continue paying the company for services. When assumptions are wrong, the conclusions would also be wrong. Everything from how pricing is affecting close times and support calls to referral business activity are triggered by customer experiences. Organizations need to do deep analysis, understand their customers with empathy, reward loyal and long term customers, appreciate their feedback and support.
The goal of “adding value to the company by adding value to the customer" can be achieved via providing delightful products or services, and building a strong corporate brand. Total Customer Delight is an index of Total Participation in the Growth of the Enterprise, directly or indirectly. It defines the degree of value ownership of customers in the enterprise. Too often there are companies who "talk the talk" and claim to be focused on their customers while doing nothing differently. In truly customer-centric organizations, long term loyal customers are treated better than their employees in certain aspects; or they treat their employees as customers, and link customer satisfaction with employee engagement.
It is realized that the organization has to move to a customer-centric organization. Having a strong sense of how to develop customer-centric programs within the business; that means the integral solutions to combine technology and business tactics. Business management needs to clarify how business architecture defines the building blocks for business transformation; what tools and artifacts you create to ensure that business is evolving towards the customer-centric vision. The goal is to harness innovation which can optimize customer experience lifecycle based on personalization, interactions, preferences, ultimately increasing customer loyalty by following three “I”s: Insight, Interaction, and improvement.
Customer satisfaction is to balance customer needs and company needs so that both the business and customers come out the winner. Customer Experience is one of the most potent differentiating factors in a business that looks to embrace universal greatness. It is the actual battleground for the companies aiming at staying above the competition. Customer Experience Management is extremely important to a company's existence and growth. It's the attitude that carries itself throughout the whole company; and a set of differentiated competencies to build the long term business advantage.
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