Keeping you informed and staying ahead of the competition.
Tuesday, 26 April 2016
Developing a customer-experience vision
To provide a distinctive experience for customers, an
organization must unite around the goal of meeting their true needs.
Done well, the effort can power a vast amount of innovation.
Almost every successful company
recognizes that it is in the customer-experience business. Organizations
committed to this principle are as diverse as the online retail giant
Amazon; The Walt Disney Company, from its earliest days operating in a
small California studio; and the US Air Force, which uses an exotic
B2B-like interface to provide close air support for ground troops under
fire. Conversely, companies that are not attuned to a customer-driven
marketplace are remarkably easy to spot. Consider the traditional US
taxi industry, which is facing significant new competition from the
likes of Lyft and Uber. Customer-service standouts clearly understand
that this is central to their success as businesses.