By Ivan Moore, COO, Jolt Consulting Group, www.joltconsultinggroup.com
To truly impact customer experience, view your service delivery from the customer vantage point.
Enriching customer experience (CX) must be at the forefront of a service organization’s strategy, which must be designed to deliver tangible results. In fact, companies that focus on customer service make 60 percent higher profits than their competitors.
Every customer experience matters — from a onetime interaction to a lengthy relationship — and every experience, either positive or negative, produces a drastically different outcome, which affects customer loyalty, new and repeat business, and financial results.