Customer Experience Management
In the competitive world of today customers are not only aware of what they want, they expect that the service provider will go out of the way to manage their expectations. It is hence imperative that the Customer Experience is managed in a way that is beneficial both for the customers and the organization. With parity in services and prices, CEx is fast becoming the differentiator in how organizations perform. It is important that the organizations consider Customer Services as a tool for enhancing revenues and not a cost head.
Customers can be bribed (at a cost) for extended lifecycle but their loyalty cannot be bought. Research has shown that improvement in CEx directly corresponds to more loyal customers who stay with the company longer and are willing to spend more. For long term success in achieving and maintaining revenue market share hence, it is important that Customer Experience Management be given the importance that is due. This should be done in a structured manner.
Current CEx
Research & Evaluation, Voice of Customers, Employee Focus Groups, Current Products, Processes, Loyalty & Churn, Business KPIs
Desired CEx
Executive Decision, Defining Desired CEx
Gap Analysis
Identifying Gaps, Products, Processes, Turn Around Times, Customer Loyalty & Churn, KPIs, QA & Evaluation Practices, Employee Performance, Training Needs Analysis
Actions
Actions/ Interventions, Product revision, Process re-engineering, Redefining Turn Around Times, KPIs revision, Measuring Employee Performance, Training Interventions
End State
End State Measurement, Voice of Customer, Employee Feedback, Business KPIs & Performance, Employee Performance
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