Post by account_disabled on Mar 6, 2024 6:15:28 GMT
According to the III National Study on the level of “operationalization” of the Customer Experience and its evolution , carried out by the Association for the Development of Customer Experience (DEC) and Deloitte Digital, currently, 9 out of 10 companies have with a defined strategy and objectives regarding customer experience (CX) , and the focus of said strategy is evolving towards knowing more about their needs through data collection and analysis . Additionally, 84% of respondents say they have CX operational plans in place . Taking these data into account, there is no doubt that the customer is increasingly at the center of organizational strategies and that the success of companies depends, to a large extent, on their satisfaction. For this reason, now more than ever, companies must focus on this point, which, thanks to digitalization, is much easier to measure.
Cta text In this sense, only if the degree of customer satisfaction is known, is it possible to find out what their needs are in order to apply the necessary changes to the products or services marketed. “There is only one boss. The client. And he can fire anyone in the company, from the president to the last employee, simply by spending his money elsewhere.” Sam Walton, founder of Walmart What is customer experience or Customer Experience (CX)? We can define customer Europe Mobile Number List experience or Customer Experience (CX) as the perception that customers have of a brand and its product or service throughout the purchase cycle: from the first contact to the after-sales service. Therefore, the two main elements that define CX are people and product . However, when we refer to the product, we do not only take into account its quality or performance itself, but also consider everything that surrounds it, such as customer service.
And, the degree of customer satisfaction will depend on the different factors involved. customer experience Customer experience path: how to improve it Nowadays, customer experience has become one of the most important factors for companies. In fact, according to a study carried out by the consulting firm Gartner, 89% of companies consider that customer experience is the new competitive battlefield. For this reason, it is not surprising that more and more organizations are opting for customer-centric strategies, where customers are always at the center of all actions and they constantly seek to achieve the greatest satisfaction at each of the contact points. At the same time, generating a differentiating customer experience allows you to build customer loyalty and increase the prestige of a brand , among many other advantages. However, creating a positive customer experience is not always easy. However, there are certain points of study or improvement that companies can work on to ensure that their customers' purchasing path is as satisfactory as possible. We present them to you below.