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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.
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.
For anyone who appreciates a truly customer-centricorganization, one that is invested in its stellar reputation for ongoing trust and value creation, customer experience optimization and building employee ambassadorship, Wegmans is the company to emulate. Michael Lowenstein, Ph.D.,
Forrester’s Customer Experience Council 2017 member survey shows that 79% of all respondents believe that measuring customer experience is a top priority. Market research shows that the Customer Experience Management (CEM) market is estimated to grow from USD 5.06 The ROI customer experience.
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