customer experience

Do you know “Your Customers”

Do you know “Your Customers”

A business exists because there are “Customers” to buy an organizational product/service. A business must know its customers to cater to their needs and requirements. However for long term success, growth and to remain profitable, a business must also have an ability to understand, retain and attract customers.

At the onset, a business needs a clear understanding on what is their unique value propositions and which requirement of customer is their product/service rendering to retain and attract customers. This sounds simple. Isn’t? You will agree it is not. A business can have a million dollar idea, product/service but if is not able to understand its customer’s requirements/needs which is complex for sure there will be no taker of the organizational product/service. Customers will not buy if they don’t want it and think they don’t need it. To persuade them to consider your product/service, a business owner needs to understand, listen and interact with its customers.

Customer Experience Transformation Program for Beginners -Do It Yourself (DIY)

Customer Experience Transformation Program for Beginners -Do It Yourself (DIY)

Fourth industrial revolution is the age of disruption and rapid change. Customer experience is becoming an important yardstick to survive and thrive. Research proves that there is a huge gap and enormous opportunities for organisations to make aggressive and transformative changes for growth in customer experience.

You can strive the change on your own in your organisation and create your success story like Amazon, Mcdonalds.

In our last blog, titled ‘Stellar Customer Experience’ we have briefly touched upon what you could still do in 2018 and make Customer Experience work for your organization. You can click here to read it again https://www.pinkguava.org/blogs-1/2018-5

The intent of this blog is to address the first section i.e.   a simple DIY (Do it Yourself) process for “Writing your own Customer Success Story” through an impeccable Customer Experience Management Program.

STELLAR CUSTOMER EXPERIENCE

STELLAR CUSTOMER EXPERIENCE

90day strategy to close 2018 with some Action!

30days - Build your customer story.

Before you want to start make sure you have weighed options of whether you want to drive it internally or hire a third party. Either ways, the objective is to have substantial data and information in hand to know current state and opportunities to grow. This is how you get started:

Want to drive it yourself

  • Conduct or review your recent customer surveys, service logs or CRM data can help you find low hanging fruits.

  • Talking to employees and listening to reasons causing frustration in their day- to-day work while dealing with customers. Their experience counts in overall customer experience

WHEN AND HOW TO GO ABOUT TECHNOLOGY INTERVENTION FOR A GREAT CUSTOMER EXPERIENCE!

WHEN AND HOW TO GO ABOUT TECHNOLOGY INTERVENTION FOR A GREAT CUSTOMER EXPERIENCE!

Adopting technology is a good strategy to make your customer experience management program more efficient, both in speed and reliability. So much of innovation has gone in this area in past few years that there is no end to new products being launched every day be it for gathering 360 degree customer view, managing and analyzing customer data or servicing customers. You name it and we have a solution to manage using latest technologies like Machine learning, Artificial intelligence, Big data, IoT.

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018

When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.

  • Top management alignment/greater focus for Customer Experience Strategy
    Customer Experience Strategy comes through the customer focused culture. Thus, top management with an infectious attitude towards creating a powerful customer experience can lead a company towards growth and financial success. Forrester reported this year that the top three challenges for a customer experience program include organizational culture (54%), organizational structures (45%), and processes (41%), and thus more focus on internal customer.

CUSTOMER EXPERIENCE MANAGEMENT THROUGH CUSTOMER INSIGHTS

CUSTOMER EXPERIENCE MANAGEMENT THROUGH CUSTOMER INSIGHTS

Customer Experience Management through customer insights supports evidence based decision making to create value both for the customers and the business. In this digital age, Customer insights become more valuable as it aids to further the engagement and deepen the relationship between the organization and the customer.

Customer insights can support your business,in 

CUSTOMER SATISFACTION IS MISLEADING

CUSTOMER SATISFACTION IS MISLEADING

Research and Practitioners suggest that currently Customer Satisfaction is the most widely used parameter to gauge the Customer Engagement in an organization. Most organizations measure Customer Satisfaction or its derivative - Net Promoter Score to mirror their Customer Experience for understanding their customers in a better way.

But Does Customer Satisfaction Studies of today’s age deliver the true customer sentiments? Will Customer Satisfaction Studies lead to more customer advocacy for the organization? Not necessarily.