There’s a lot of talk about customer service and the customer experience in today’s business media. Many organizations seem to understand that they need to provide a quality experience when dealing with their customers; however do these organizations truly understand how big of an impact a good customer relationship can have on their bottom line? Do they understand what it really means to have a good customer experience?
It might be shocking to learn that many companies don’t really know who their customers are or what they need. They’ve built products and services based on an inside-out viewpoint, without doing enough research into what and how products are being used by their customers. Companies also develop service plans, policies, and procedures from the perspective of what’s best for the business, not realizing that what’s best for the customer is truly what’s best for the business.
Do organizations do this out of sheer blindness to reality? Not usually. Providing a good customer experience is more difficult than it sounds, but it is a process that when implemented and nurtured correctly, can have dramatic impacts on an organization’s bottom line, customer retention rates, and employee productivity.
- The Customer Experience Imperative with Megan Burns
Hear what Megan Burns, Senior Analyst, Forrester Research has to say in this 25-minute recording about The Customer Experience Imperative. What is it? Why does it matter? How do you get started?
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