PUBLISHER: DMG Consulting LLC | PRODUCT CODE: 1227645
PUBLISHER: DMG Consulting LLC | PRODUCT CODE: 1227645
Providing an outstanding customer experience (CX) is not just important - it is imperative. Good service is directly correlated with keeping customers engaged, cultivating brand loyalty, and generating repeat business. The value proposition behind the need to deliver a great CX is clear, but how to achieve it is not.
The world has changed, and it's essential that businesses transform and adapt to the expectations and needs of 21st-century consumers and employees. It's time for companies to adopt an emboldened and coordinated approach by taking major (and different) steps to realize sustained progress in improving their CX. To succeed, organizations need to overhaul their approach to service and adopt a customer-first mindset.
This special report identifies the steps and actions needed to build and execute a CX strategy for the 21st century. Organizations will learn how to:
There is confusion in the market about what the customer journey involves and how to gather crucial data from all customer interactions and touchpoints. The objective is to obtain full visibility into everything related to what customers do before, during, and after their relationship with an enterprise. This is a daunting task, but it can be addressed one department or activity at a time. It is also a multidimensional challenge, because companies need to reconcile their perspective with the customer's view of the relationship.
The primary challenge in implementing customer journey analytics is that there is no single system or application that captures the voice of the customer at all touchpoints.
This special report provides more than 20 strategic imperatives, directions, and recommendations to help organizations exceed 21st-century customer experience demands.