A compelling customer experience has evolved from a nice-to-have to a necessity in many industries. Winners use standout experiences to attract and retain business while reducing servicing costs and complaints. The rewards can be substantial, but execution is complex, requiring a complete reinvention of customer journeys and supporting processes.
Digitizing #customerjourney and processes: Stories from the front lines #CX https://t.co/p5Urp8ENDq pic.twitter.com/ajLx7W1QCp
— STRATEGIC RESEARCH (@Strat_Research) 11 mai 2017
To improve customer experience to any great extent, though, the customer journey must be well understood by the organization as a whole. And, as anyone who has tried will know, understanding the customer journey is not a simple task.
To see where companies are in this regard, we surveyed nearly 1,000 marketers
A good introduction to the customer journey https://t.co/esRNOoOJFP
— STRATEGIC RESEARCH (@Strat_Research) 5 avril 2017
This CEO guide explores the fundamentals of customer interaction, as well as the steps necessary to redesign the business in a more customer-centric fashion and to organize it for optimal business outcomes.
The CEO guide to customer experience | McKinsey & Company https://t.co/ZVZDCgKCnP #CustomerJourney #Insights #CEO
— STRATEGIC RESEARCH (@Strat_Research) 23 décembre 2016