Sunday, 29 December 2013

What is Customer Experience?

Customer experience is the set of perceptions a customer has with a supplier of services or products throughout that customer’s experiences of buying and using what that supplier sells. Positive customer experiences result in customer behaviors that enable businesses to attract more, retain more, sell more, sell for more, and do more.

Customer experience is often categorized in three dimensions: retention, efficiency, and acquisition. Let’s consider what your company does to provide customer service in those three dimensions:

Retention. Establish trust while building lasting customer relationships through positive service and sales interactions.

Efficiency. Eliminate waste and add maximum value for efforts performed while serving needs in the most cost-effective manner.

Acquisition. Deliver experiences that leverage your customers in growing your business, improving revenue, and adding customers—while selling more products and services to current customers. 

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