It is also a way to stop the conversion
The ideal company in customer experience throughout the research process prior to the presentation of the dec bcg report “towards excellence in customer experience” the association had the opportunity to speak with companies from different sectors and sizes that have opted for this discipline. All the companies studied have an internal customer experience model common elements regardless of their typology that pivot around our “customer wave” ® framework – they have a deep knowledge of customer needs and a clear strategy and differentiated. – they encourage the development of the emotional dimension.They have a transversal customer experience function with the support of the management committee. – they have gotten employees involved and committed to the customer experience. – they are working to ensure consistency in all interactions with their customers. – they have Digital Marketing Service implemented a continuous improvement methodology. If you are thinking about taking the path towards excellence in customer experience in your company the aforementioned report provides a model with three differentiated stages based on customer orientation. These are . Build the pillars at this stage the foundations for seamless customer experience management begin to be created identifying customer needs in depth and implementing some initiatives.
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That demonstrate the value of improving the customer experience. Design a superior customer experience during this intermediate stage the comprehensive plan to improve the customer experience that will be shared with all employees is finalized and the cultural change begins to orient the organization more towards the customer.Model the customer experience in the final stage the designed customer experience will become part of the company's dna. The cultural change has been completed and the organization is motivated to improve the customer experience with its own style. The organization's employees believe in the impact of improved customer retention and loyalty in moments of truth which gives.
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