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Four actions must accompany the design of an experience that exceeds Customer Expectations: Managing, Researching, Reviewing, and Supporting. Reviewing: One thing all Customer-centric companies know is that Customer expectations change. What might have been enough last year, is not enough this year.
If you want customers who love you, recommend, buy more and return, then treat your employees really well. Employee experience measurement is not optional - it’s essential to a customer-centricorganization that is growing and thriving. They are the ones who make those things happen. Sean holds a Ph.D.
The main reason that an organization fails to improve their CX is because of their lack of CustomerCentricity. Most organizations attack the symptom not the cause. The symptom is a poor experience; the cause is their lack of Customercentricity. Some organizations might not know.
If they have the need to legislate, then lags in notifying Customers must have happened so many times they feel the need to put it in law! This is a law for the “non-Customercentric” organizations. Can you legislate a critical part of serving your Customers well in this way? The answer is No!
Coming out from under eBay’s shadow will let them blossom, into what I hope will become a Customer-centricorganization. They have Customer-centric leadership. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company.
The more important question is this: “As an organization, what can we do today to put the customer first?”. And to really make this really real, each employee at a customer-centricorganization should ask themselves this question: “What can I do today to create a better customerexperience for our customer?”.
For anyone who appreciates a truly customer-centricorganization, one that is invested in its stellar reputation for ongoing trust and value creation, customerexperience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,
Forrester’s CustomerExperience Council 2017 member survey shows that 79% of all respondents believe that measuring customerexperience is a top priority. Market research shows that the CustomerExperienceManagement (CEM) market is estimated to grow from USD 5.06 Billion in 2016 USD 13.18
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