A great experience is one of the fastest ways to turn a prospect into a customer.
An engaged, efficient Customer Experience needs focus with efforts and investment; It is a holistic planning and designing at all crucial Customer touch points & all stages of the customer lifecycle, during Customer Journey mapping. Best managed customer experience journeys are managed from start to finish to enhance customer satisfaction, improve sales and retention, reduce end-to-end service cost, and strengthen employee satisfaction.
Is an awesome Customer Experience your organization delivers to customers ,is to differentiate and compete.If your focus is just product & sales, you need to think again!
Measuring cumulative customer experience taking into consideration the expectation linked with experience can help organizations to enhance Customer engagement. The need of the hour is avoiding the narrow focus on maximizing satisfaction at those moments which can create a distorted picture, suggesting that customers are happier with the company than they actually are. And it diverts attention from the holistic picture of Customer journey.
An organization typically should draw inferences from customer feedback and employee surveys along with operational data across functions at each touch point, to assess performance and gauge how it is doing relative to the competition. Fortunately, the user/customer today is willing to share & give feedback – but is the organization listening? Best in class analytics/ regression models can be used to understand the greatest impact on overall customer satisfaction and business outcomes thereafter.