Improving the customer experience
By: Mike Betzer
A good strategy starts with knowing your customers. What are they buying? What are their demographics? How do they make their purchasing decisions? Are their interactions with your company consistently good? At what point in your customer lifecycle are you at most risk of losing them? Are you listening to their complaints and ideas to continually improve your products and services?
Everyone is talking about great customer experience. It's practically ubiquitous in most magazine and TV ads. It's the topic of countless articles and books. If only you could order it from a menu and serve it up at the next staff meeting.
Translating good intentions into actionable strategy requires a vision-to-action plan that you and your business can deliver.
The good news is that you can put your ideas on the fast track with a people-process-technology strategy designed from results to execution. You need start with what you want and work backwards.
Construct goals based on what your customers experience today. Take the time to act like a customer and interact with your company. See for yourself what works and what doesn't, and from there, you can assess what people, processes and enabling technologies you need.
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here to view the full article and the five strategies for improving customer experience.
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