Why Operational Customer Experience Management is Important
The concept of customer experience may sound idealistic or touchy-feely, but anyone who dismisses it as such is woefully out of touch. In fact, customer experience has become a critical differentiator in today’s hyper-competitive, hyper-connected global marketplace. There’s tangible business value in managing the customer experience effectively. Good customer experience management can
- Strengthen brand preference through differentiated experiences.
- Boost revenue with incremental sales from existing customers and new sales through word of mouth.
- Improve customer loyalty (and create advocates) through valued and memorable customer interactions.
- Lower costs by reducing customer churn.