Customer Experience Management!

With increased focus on systems and internal processes within most companies, customer experience seems to have been missed.

While addressing issues within business systems and business processes to improve efficiency, cycle time and efficiency is good, the focus should be placed on the customer first. Ensure that you have
(1) the right offers/experiences setup for your customers
(2) processes and systems by which the offers/experiences can be served to your customers
(3) focus on end to end execution of business processes and not within individual organizations to ensure customer satisfaction, in most cases hand-offs between organizations cause significant delays and adversely impact customer experiences
(4) ensure repeated delivery of value to your customers

These 4 points apply to all types of customers (not just the ones buying the products/services of your company...)

"Disclaimer: The views and opinions expressed here are my own only and in no way represent the views, positions or opinions - expressed or implied - of my employer (present and past) "
"Please post your comments - Swati Ranganathan"


Post a Comment