A focus on continually improving Customer Experience will provide your business with a competitive advantage by creating value and reducing costs.
Customer Experience Mgmt. is an emerging area of business operations which is a step beyond Customer Relationship Management ( CRM) that all businesses need to focus on. It does not matter if you are primarily a web-based business or a brick and mortar type operation with a B2B or a B2C customer base – the way your customers experience your business is a critical component to your success.
A current definition of Customer Experience:
“Customer Experience is the interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind.It is a blend of an organization’s rational performance, the senses stimulated and the emotions evoked and intuitively measured against customer expectations across all moments of contact.” ( Beyond Philosophy – 2012)
The first step is to determine how Customer-Centric your organization is and decide how Customer-Centric you want to be. With this in mind we can move into defining an AWESOME* CX Management Strategy for your business and set benchmarks to reach in order to deliver tangible results.
Take a look at Our Services: Social Media & CX Options
http://en.wikipedia.org/wiki/Customer_experience
Let’s Be AWESOME* Together!
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