A Journey from Root to Sprout
Customer experience – how do businesses make use of digital, social and offline customer touchpoints to optimize customer buying experience? Tanveer explains.
It’s obvious your customer is your most prized stakeholder. Customer is the driving force of every enterprise. High proﬁtability doesn’t define business success in the digital era rather a number of happy customers do. To keep the customers happy and coming back for more, businesses tend to invest in Customer Experience.
Read our new blog as Tanveer Jalal explains how CX helped enterprises streamline operations and sustain revenues.
The first point of contact with this potential customer starts defining whether thelead will convert into lasting business. 70% of buying experiences are based onhow the customer is being treated. This individual experience is what thereputation of any business is built on.
Customer Experience extends from this initial step until your customers decide ifthey would like to do business with you again. Everything that happensmeanwhile builds the trust of the customer. To continuously improve the CX journey,a dedicated approach to customer satisfaction is required.
Businesses have changed the way they deal with customers. What once used to be a small component in the marketing process has now emerged as a core organizational function.
Tony Costa, Senior Analyst Forrester has mentioned in his speech the two steps towards better customer experience.
It is one thing to fix the problems that have occurred. Improving the customer experience has far-reaching implications for businesses in terms of sustainability and success. Leaving the bad CX problems behind will only pile them up leading to a bad CX reputation of the company. More than 58% of a business’s customers will not use its services again after a bad experience