Today is the age of the consumer. So, what does the consumer
expect? Great customer experience.
The customer service industry has been buzzing about
customer experience for quite a while now, and many companies have adopted it
into their business strategies. It doesn’t matter how big or small your
contact center is, what industry you’re in, or whether your company is B2C or
B2B. Customer experience is critical for all companies.
Today, customer experience also involves listening to the
Voice of the Customer through listening posts, analyzing customer feedback to
create a basis for acting on better business decisions and measuring the impact
of those decisions to drive greater operational performance and customer
loyalty.
Through this process a company can strategically organize
itself to manage a customer's experience with its product or company, and tap
into cost savings and revenue drivers that can deliver profitability in all
aspects of business operations.
Check out this cool video below about what makes a “5 star” customer experience.
No comments:
Post a Comment