The question is simple but the answer may be complex. Do your customers view you as an organization that is easy to do business with? This is at the essence of what customer experience is all about. Our ability to deliver on our brand promise and customer expectations. Customer Experience is the end-to-end interaction that customers have with us from being a prospect to buying our products and services to paying for them and everything in between. Creating a seamless experience for our customers increases loyalty, decreases our costs and creates better employee engagement.
While all of us are navigating the pandemic in ways specific to our industries and customers, one thing remains consistent. The organizations that continue to invest in delivering exceptional customer experiences today will be the ones that customers continue to buy from when the pandemic is past. Customers appreciate organizations that use this time to enhance their experience despite rapidly changing expectations.
Now is not the time to stop investing in CX – it is in fact to ensure yours is the best ever.
Listen below to the recent CCNG Town Hall where Bob started things off and the subsequent member discussions included some great perspectives on technology, contact center staffing, outsourcing, customer experience and investing for the future. Bob provides a unique perspective as a thought leader, consultant, practitioner and business partner in customer experience design and execution to help companies become easy to do business with.
