Consulting – Customer Experience
Deliver on a culture of results: happier customers, employees and better overall reputation.
Today’s empowered customer wants more than a great product or price — they expect seamless, omni-channel experiences that give them what they want, when they want it.
Why is CX hard to manage? Because it is hard to measure. Why is CX hard to measure? Because it is such a broad term, depending on who you ask you will get a different answer. Ask someone from Marketing and they could talk about NPS or CSAT scores, ask a developer and they might describe it as the way a customer interacts with the various interfaces in the eCommerce application.
Businesses who have managed to deliver a successful CX platform have seen uplift in, retention/loyalty, share of wallet, advocacy and reduced cost to serve.
Customer experience (CX) refers to how a business engages with its customers at every point of their buying journey—from marketing to sales to customer service and everywhere in between. In large part, it’s the sum total of all interactions a customer has with your brand.
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