Learn more about marketingandsales with this collection
How to balance flexibility and structure in a hybrid team environment
Understanding the challenges of managing a hybrid team
How to maintain team cohesion
Empower Your Teams
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!
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Align Your Business Goals To Customer Needs
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...
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Understand Your Top Customer Priorities
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 wh...
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The Actual Experience Is Their Truth
When you total all the interactions of a customer with a brand, we refer to this as the Customer Experience. Unfortunately, what a lot of customers experience is far from what they anticipated. Businesses that don’t take this seriously continue to lose customers, sales and marketshare.
Th...
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Mind The Gap
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.
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Customers Have An Expectation
When interacting with any brand, every customer has anticipated what they want to experience. This is what customer expectation is really about, and once you fail to meet it, your customer is already on their way to your competitors. It is a competitive marketplace, don’t expect them to hang ar...
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CURATED FROM
CURATED BY
Built a CRM Tool. Company Founder. Consultant for Customer Service & Customer Experience
The difference between customers’ expectations and actual experiences with any brand reveals a lot about the brand. But how do we bridge the gap to position our businesses for success? Here are three areas to look into!
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