Post by nojime4575 on Feb 15, 2024 0:50:55 GMT -6
The contemporary competitive scenario increasingly puts us face to face with the so-called " sea of sameness ", wherever we are, we rarely experience something different: from one sector to another, from one company to another, from one point of sale to another . Competing companies apparently have more in common than they would like and it is increasingly difficult to differentiate themselves and gain a competitive advantage. The road to emergence passes through constant and renewed attention.
To the customer, focusing on products and services to offer is no longer enough, we need to offer consumers a satisfying experience . Even today, according to Forrester, 4 out of 5 customers are dissatisfied Estonia Phone Number List with their relationship experiences with brands. The reality is that not all market players know what Customer Experience (CX) is , so let's start from the definition given by Matt Watkinson , the author of the book " The Ten Principles Behind Great Customer Experience ". According to Watkinson: Customer Experience is the qualitative aspect of any interaction an individual has with a company, its products or services, at any time . Customer experience is not about what “something” does, but how it is done.
It's not even what the features and functions of a product or service allow us to do, but how they make us feel. Customer Experience encompasses every interaction a customer has with a company and its offers, not only the search and purchase of a product, but also the after-sales and cancellation of a contract. Furthermore, interactions should not be limited to a period of time but take place along the entire customer journey and throughout the customer's life cycle. People today buy experiences, not just products or services.
To the customer, focusing on products and services to offer is no longer enough, we need to offer consumers a satisfying experience . Even today, according to Forrester, 4 out of 5 customers are dissatisfied Estonia Phone Number List with their relationship experiences with brands. The reality is that not all market players know what Customer Experience (CX) is , so let's start from the definition given by Matt Watkinson , the author of the book " The Ten Principles Behind Great Customer Experience ". According to Watkinson: Customer Experience is the qualitative aspect of any interaction an individual has with a company, its products or services, at any time . Customer experience is not about what “something” does, but how it is done.
It's not even what the features and functions of a product or service allow us to do, but how they make us feel. Customer Experience encompasses every interaction a customer has with a company and its offers, not only the search and purchase of a product, but also the after-sales and cancellation of a contract. Furthermore, interactions should not be limited to a period of time but take place along the entire customer journey and throughout the customer's life cycle. People today buy experiences, not just products or services.