There isn’t any point building robust customer experience strategies if they are not customer-centric. It has to be customer-centric from design, from strategy all through to execution. This includes your people and processes too. Misaligned business goals create a gap from the onset that make it a struggle to deliver exceptional customer services.

PWC proves that speed, convenience, knowledgable help and friendly support are top priority needs from a customer experience perspective. Product price and quality are already naturally expected so no news there. But perhaps your customers have more industry-specific priorities. Do you know what these are? Ask your customers and pay attention to data to help you discover and prioritise their needs.

The tools, training, education and resources your employees need to deliver great customer experiences must not be taken for granted. This is the reason luxury hotel chain, Ritz-Carlton, gives employees the freedom to use up to $2000 to rescue a bad customer experience. You know why? So they can retain the customer and turn the experience into an unforgettable positive experience with future sale possibilities. How smart!

Now that you know the gap exists, do what it takes to prioritise delivering exceptionally to your customers. But it all starts by understanding your customer needs and aligning your strategy/tactics towards it. Mind the gap and bridge it, and position yourself for success in tmarketplace.