Understanding great customer experience (CX) requires knowledge of the pitfalls that will prevent successful implementation. Companies must also be careful not to confuse customer service with customer-centricity. Focusing on transactions instead of transformation and putting tools and processes above dedication are three common mistakes to avoid.
Customer-centricity is proactive rather than reactive. It is based on intentional design of programs, content, technology and supply chain to meet the customer’s needs. Transformation is key to creating a lasting relationship and turning customers into advocates. This requires dedication that ties all aspects of the organization to the initiative and has a champion to keep it going.
Tools and platforms are helpful to facilitate customer interactions. However, an important element of CX is understanding customer values, aesthetics and temperament to create an association with the brand. By avoiding these common mistakes, organizations can create an effective customer experience to attract and retain customers.
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Three Costly Customer Experience Mistakes to Avoid
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