In a previous article we shared the importance of reliability and consistency of customer experience, and how progressive business leaders need to care about operational activities that influence customers to stay, leave, buy more, and recommend their organization to others.
Over the last several blogs we've examined the first phase of Customer Experience Design, going through each of the first four steps in detail: (1) customer research; (2) contextual interviews; (3) customer journey mapping; and (4) setting your customer experience benchmark.
In today's blog, we discuss the high cost of not investing in your Customer Experience; what we like to call the Cost of Doing Nothing.
As we embark on a new year, many businesses aspire to build upon last year’s performance and implement innovative new ways to make 2018 their best year yet. As we discussed last week, it is paramount for businesses to provide consistent and reliable experiences for their customers. Learning from past experiences, they endeavour to uncover new opportunities to generate great ideas to improve performance.
In our previous article, we described how customer journey mapping is a strategic imperative for organizations committed to designing and delivering better customer experiences.
Previously, we described customer journey mapping, and why it is a strategic imperative for organizations committed to designing and delivering better customer experiences.
In our previous two articles, we have described the importance of the Understanding Phase of Customer Experience. The Understanding Phase is a three-step process that underpins the Customer Experience Strategy for an organization.
In our last article, we explored the first phase of the Customer Experience framework: Understanding, focusing on step 1: surveys.
In our previous series of articles, we shared our insights on the strategic importance of “Customer Experience” in today’s economy, by explaining the differences between customer service and customer experience, and introducing the “Five Dimensions of Customer Experience.”
We are often asked "what is the difference between customer service and customer experience?" This is a very good question and one worthy of exploring further.