It is usually calculated by seeing at the difference between what the customers ask from an organization and what they actually get. From the view of the customer, this can only be a view point made on the basis of a one to one interaction, yet for other customers the judgment is usually based on their overall experience, determined by all of their dealings with the company and its people over time. Customer Experience is just a ‘moment of truth’, for few, yet for others it could be based on a complete customer life cycle.
Companies do work hard to improve their customer service performance, though Customer service experience they get. The experience a customer gets is also driven by the “Product” they purchase; the “Cost” they pay for it, all of the “Audience” they deal with, the “Procedures” that they go through. The experiences we have come from all of Consumer senses. So, every single one to one interaction a customer has with a company is that going through a marketing advertisement, sensing the food in a restaurant or getting the bill statement of the purchased item or product has an impact on the customer’s experience. This is the reason that each person within your business has a direct or indirect relation on the customer experience, whether the Managing Director of the company or the person sweeping the floors at the end of the shift.
Customer Experience Management Consultancy is about putting the stopper in the gaps between expectations set by the brand’s promises and the customer’s actual perceived reality throughout their journey the brand.
- Each and every customer interaction is a precious and finite resource which can help any organization to get the insight how a customer feels about that. The companies refine sales and channel management approaches to better serve targeted audience segments, maximize sales revenue, and minimize costs associated with that.
- The customer service experience way always go through a series of customer interactions with the brand name , different offerings that are being made and special points, which is based upon foundation of decades of client research work. The main vision or goal is just a mere customer satisfaction, but building a base of its brand promoters. The positivity of customer experience and advocacy brings the added advantage in comparison to the competitors, leading to faster organic growth and lower price.
Customer experience management consultancy is able to skillfully manage the entire user experience reap enormous benefits: enhanced customer satisfaction level, reduced churn, increased sales revenue, and provide greater employee satisfaction.