Is your customer experience as good as you think it is – or is it leaving your customers feeling somewhat frustrated and unsatisfied? So much has changed, and many companies are retooling their journeys to meet ever-changing customer demands – leveraging technology, optimized processes, outsourcing, crowd support, and other channel strategies to serve customers. The goal of investing in your customer experience is simple; to reduce customer effort, reinforcing customer loyalty and brand affinity. A customer’s experience is defined by their perception and feelings resulting from each touchpoint between them and a brand. How was the experience? How did it feel? Did my issue get resolved? Did the experience create value? Was it fast and easy? These are critical questions that must be fully understood to ensure a positive customer journey. Customer experience has the ability to create new foundations for innovation, spark cultural change, and become a living aspect of your brand’s promise, personality, story, and association.
Sustaining product innovation with CX intelligence begins by taking a hard look at the information that is already available and collecting new data as necessary. Of course, this is no small task, but companies can tackle it with the help of an articulate, experienced CX professional.
Knowing a problem is one thing—knowing how to fix it (and convincing stakeholders across the business that you do) is another. Although this process is almost never easy, AdviseCX keeps things simple. We understand that transformation must be both operational (improves today) and strategic (sets the future path). Proper execution of CX intelligence allows the team to work towards specific goals, “addressing product defect B” is much more tangible than “reducing customer dissatisfaction.” AdviseCX identifies the crucial details, saving you time and money in the efficient redesign and implementation of optimal customer journeys.
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