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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.
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?”.
The best customer-centricorganizations start at the top. CX and company leaders must model the importance of customer-centricity and let it trickle down to employees. Some ways to improve your customer service include: Offer multiple channels for support. Close the loop with customers.
In order to improve the customerexperience, companies must first deeply understand their customer base. A substantial 65% of businesses prioritize investing in solutions that measure customer satisfaction and loyalty as part of achieving the number three contact center priority: increasing voice of the customer strategy.
Similar is the case with customer-centric businesses. If you keep your customers satisfied, they will keep coming back to you and can even refer you to others. And according to HubSpot , customer-centricorganizations that focus more on satisfaction are 60% more profitable than others.
Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? CustomerExperienceManagement is a journey.
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