Avoid roadblocks in the customer journey There are a range of issues that can arise when customer journeys are being created. To achieve and maintain an optimised customer experience, according to Chris Ellis (Director Pre-Sales at Nintex), an organisation needs to undertake three critical steps:ġ. It’s no surprise therefore, that businesses with a strong customer experience mindset tend to outperform their industry rivals. The need for great customer experiences is backed up by industry research which has found that 73% of consumers say a good experience is key in influencing their brand loyalties.Īt the same time, 96% of those surveyed confirm customer experience specifically dictates where their brand loyalty lies. Customer service teams need to be aware of all the elements and ensure they work together as a cohesive whole. Getting the entire experience right is therefore critical. This is not just the way a business interacts directly with customers, but also includes marketing content, product launches, demonstrations, and after-sales service. Prepared to stick with a business through thick and thin, they can be the difference between keeping the lights on and having to close for good.Ī critical part of achieving and maintaining loyalty is an organisation’s commitment to the customer experience. In the current uncertain and challenging economic environment, having loyal customers has never been more important.
0 kommentar(er)
