Experience is the New Brand

Customer service, quality and company perception may be important, but customer experience is the ultimate factor of whether a customer continues to do business with a brand. To improve customer experience, companies should consider these insights:

  • First, customer interactions and data must be in one place. Even if the company uses different channels to communicate with a customer, the conversation should look continuous.
  • Second, the customer sees the company as one big team, not as departments, so every department should work together to provide a personalized customer experience.
  • Third, create consistent processes between departments to give customers consistent information. Ultimately, it's the customer that decides whether the company delivers on their promises.

Do you have questions about your customer experience? Contact us today for more information on how our research can connect you with your customers' voice. (Forbes, 7.15.2018)