Companies are increasingly becoming aware of the need to create an excellent customer experience (CX). However, taking it from an awareness to actually implementing it can seem like a daunting task.
Before we delve into best ways of achieving a successful customer experience, let’s define what it is. According to our friends at Wikipedia, it is defined as “the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service. It is measured by the individual's experience during all points of contact against the individual's expectations.”
Perhaps the two most important points to take out of that definition is: 1) it occurs over the duration of the relationship, and 2) it occurs during all points of contact and is measured against the individual’s expectations.
Certainly, companies like Amazon and Home Depot have set the bar high, leaving individuals to expect a similar experience wherever they go. While it may take years to achieve a complete and cohesive CX in your company, here are 5 tips to get you going in the right direction.