Think&Sell: the truth about customer experience

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chameli
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Joined: Mon Dec 30, 2024 5:05 am

Think&Sell: the truth about customer experience

Post by chameli »

For this 2016 back-to-school season, we offer you Think&Sell , a new weekly meeting. We analyze an article from an intellectual authority, summarizing it first. It's an opportunity to keep you up to date with ideas, research and trends in Sales and Marketing. And to give you something to think about for the weekend! "The Truth About Customer Experience" is an article originally published in the Harvard Business Review. It appeared in September 2013, and was written by Alex Rawson, Ewan Duncan and Conor James.While a customer may be satisfied with the resolution of a recurring technical issue during a call, they will remain dissatisfied as long as the issue continues to occur. Customer satisfaction drops by 40% when considering journeys as a whole. netherlands whatsapp data


Focusing on the customer journey as a whole therefore means ensuring that we identify the underlying problems and understand their causes.

For the authors, redefining customer journeys can be a source of significant benefits and must be organized in 4 stages.The process begins with defining the important customer journeys, that is, deciding where the transformation will begin. For this, three important factors, which will guide the article:

data-driven (bottom-up) analysis is needed
and to assessments guided by expert judgment.
In plain language, one flow of information goes from the bottom (the customer) to the top (the executive). Data analysis, while the second goes from the top to the bottom: decisions on transformations.
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