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Customer experience improvement still trends as the first priority in business management strategy. It's been almost a decade that it became a mostly popular topic as an increasing number of study findings revealed that most companies expect to compete mostly by providing an improved customer experience.
Consumer surveys also indicate the importance of customer experience in their shopping process and its impacts on their decision about buying a product or service or switchching to a competitor.
Other recent reports reveal that investments in customer experience improvement seem to pay off.
How do we achieve a better customer experience? What opportunities can we consider? Here are some examples.
Let's overview of a few steps that may help to drive experience transformations and reach goals.
The most common pitfall in this process is to improperly survey customers and accurately collect feedback. Some reports reveal that most companies believe they provide a superior experience (80%) while only a very small portion of their customers agree (8%).
Customer experience improvement is an iterative and ongoing process. There's always room for improvement and we're never entirely done with this work. What matters is to continually monitor and measure customer perception. As a business or as an individual, a good listener will always remain a better leader.
Several technologies make it easier to improve customer experience and they are often more easily integrated than we may think to take of advantage of quick wins. A new report reveals business transformation investments will focus mostly on digital initiatives, business growth, operational excellence and customer experience. Trends indicate that digital technology investments will increase in business intelligence and data analytics, cyber-security, cloud services (IaaS, PaaS and SaaS), digital initiatives and marketing, machine learning and AI.
Noesis helps businesses to plan and execute their digital strategy to let them achieve their business goals.