Your customer experience IS your competitive advantage
More than 80% of businesses agree that customer experience (CX) offers them a competitive edge; yet just 14% say it forms a crucial part of their strategy.
Customer expectations have evolved drastically in the recent past which has put businesses in a race to outdo each other through CX to survive and grow. Nearly 80% of the businesses agree that delivering
digital CX is extremely important.
Customer expectations are going only in one direction…
Consumer expectations are only going in one direction…up.”, says Dan Gingiss, a renowned CX expert. His prediction isn’t surprising. Experts are witnessing skyrocketing customer expectations across all industries.
The on-demand economy upended service expectations. Once people experienced one-day deliveries from ecommerce giants, they now expect it everywhere. Challenger banks can answer your queries immediately, so consumers learn to expect that from legacy operators. Consumers want same-day healthcare appointments, always-on content and instantaneous support.
As Dan explains, “It’s not the prices at which the likes of Amazon offer services, but the experience, that makes it such a great experience to go shopping there.
CX transformation begins with a shift in mindset
As the world economy falters, organizational priorities have shifted. Once obsessed with net new growth, organizations have now pivoted to strengthen their existing customer base.
“Customer retention is the name of the game today,” says Dennis Snow, long-time Disney executive turned CX consultant. “If you’re not doing things to retain your current customers, then you’re bailing out
a leaking boat.
One of the biggest challenges in achieving customer retention and loyalty is legacy infrastructure. Legacy
technology only drives legacy outcomes, the opposite of what modern businesses need. Leading brands must accelerate their CX transformation initiatives to match evolving customer expectations. This calls for a shift in the focus from a traditional service center to an Experience Center.
The Experience Center requires leaders to begin treating customer service as a problem-solving function rather than just a reactive cost center. It must develop as a shared value-creation function that enhances CX across every touchpoint across the customer journey.
In this eBook, we explore:
- How an Experience Center drives next-gen CX.
- The Experience Center maturity framework to benchmark your progress and plan for the future.
- How an Experience Center enables you to build a business case for change and drive a cross-functional coalition to enhance CX.
This article is posted at sprinklr.com
Please fill out the form to access the content