Customer experience is how your customers perceive their every interaction with your company. It’s a fundamental business driver. In an age when customers have access to vast amounts of data about your company and its competitors, customer experience is the only sustainable source of competitive advantage. But how to excel at it?
Based on fourteen years of research by the customer experience leaders The 6 Disciplines of Customer Experience starts with the concept of the Customer Experience Ecosystem – proof that the roots of customer experience problems lie not just with customer-facing employees like your sales staff, but with behind-the-scenes employees like accountants and programmers, as well as the policies and technologies that all your employees use every day. Identifying and solving these problems has the potential to dramatically increase sales and decrease costs.