First, improve your customer’s experience – to help you attract customers, keep customers, generate solid business results, and maintain a positive reputation for service.
Second, build a strong and sustainable culture that provides a great place to work, for everyone who works in or with your organization.
Today, these outcomes are becoming more difficult to achieve, and more important because of six trends, six big changes that are disrupting the expectations of customers and the delivery of great customer experiences.
http://customerthink.com/the-six-disruptors-of-customer-experience/
According to CMO’s State of the CMO 2017 research, 83 per cent of CMOs believe customer experience to be central to their role. An interesting stat considering few of us experience great brand experiences.
To find out why, BrandHook produced a podcast series, Getting Intimate with CX, where I asked the same seven questions of CEOs, CMOs and disruptors. My goal was to find out what they thought made a great customer and brand experience and why some brands can do deliver it and others can’t.
https://www.cmo.com.au/blog/brand-vision/2018/02/05/why-getting-intimate-is-key-to-creating-a-great-customer-experience/
