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Customer Experience, Marketing, Operating Efficiency, Strategic Business Planning

Extraordinary Customer Experiences = Real Money.

How are you outpacing the competition? Forrester Research correlation of its Customer Experience Index with stock market values found that over time delivering consistently good customer experiences generates higher multiples and greater enterprise value. By starting with the simple fixes and later tackling the big, complex customer issues represents the greatest untapped source of revenue increase and expense reduction. By removing pain points, you:
  • Lower service costs by creating fewer problems
  • Reduce customer defections and increase incremental purchases
  • Grow sales by word-of-mouth and online referrals
Real money builds enterprise value. All the cost savings and revenue growth produced by focusing on the customer translates into greater profitability and better returns. Plus a positive buzz from customers gets investor interest to find out just what management is up to.
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Customer Experience, Operating Efficiency
Empowering employees takes considerable effort, but is worth getting right because employees are often the primary point of customer contact, employment costs are typically one of the largest business expenses, and experienced, productive employees are valuable assets. By selecting employees with the right temperament, providing them with the knowledge, skills and techniques to perform to their full potential, and performance goals and incentives you build employee excitement and desire to deliver extraordinary customer experience with each interaction.
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Customer Experience, Operating Efficiency

What’s the customer experience rating criteria?

Your customers are continuously evaluating all the interactions they have with your business.  In doing so they use these three measures to evaluate the customer experience.

Got It Done

Customers want 24 x 7 x 365 omnichannel access to your products and services so they can start in one channel, continue to another, and finish where it is convenient. Successful.

It Was Simple

Each customer interaction should be empowering by providing intuitive self-service tools and clear concise information to make informed decisions. Easy.

Made Me Smile

Hands down customers want consistent execution of the basics by engaged and excited employees that know what they are doing and take ownership of the customer experience. Happy.
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