Design the Ideal Customer Experience—So Your
Customers Stay Yours
Orchestrating the right experience is a formidable challenge, especially as selling and promotional channels proliferate.
But it’s a challenge companies must meet in order to thrive in highly competitive global markets. Customers will have an experience whether you design one or not—and if it’s a poor one, their next experience may be with the competition.
The rewards of orchestrating a strong customer experience can be immense—increased customer loyalty, greater market share and sustained organic growth. Companies must be able to answer fundamental questions in order to design and deliver the right experience:
- When you’re facing so many different types of stakeholders, including channel partners, intermediaries, decision makers, influencers and end users, how do you identify and prioritize the key stakeholders?
- Once you identify your key customers, how do you shape the ideal experience for each of them?
- How do you design a customer experience that is delivered consistently across different channels?
- How do you maximize your multichannel marketing efforts to align against the most important and influential touch points?
- How can you engage and influence the full range of employees and business partners who are responsible for delivering the customer experience?
- How do you track and measure progress, which allows you to incorporate customer feedback, extract invaluable insight and enhance the experience over time?
- And, of course, how can you demonstrate the financial impact and value of delivering a great customer experience to your organization?
The rise of new channels, greater stakeholder and decision making complexity, and increasing customer sophistication has made customer experience management more complex than ever. But companies that can successfully navigate these challenges can gain an enormous advantage.