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Imagine yourself skiing, try to recreate every detail of the experience it apparently went through - the rooms, adjusting les nereides equipment, les nereides help the team, accessibility to the slope where you want smooth, professional solution in case of injury - again. Will you return to this ski resort? What was your experience and what made her so? Remy Taipei, Deputy Director General Sensecom, comprehensive post on the obscure term "customer experience" and how to measure it.
In the last decade came a new concept to heart and practice in marketing Customer relationship management - customer experience. This concept deals with the subjective experience of the client les nereides and his reaction when it comes in contact with the various interfaces organization - customer service, website, Facebook page, advertising, packaging, product properties, user-use, les nereides reliability, and more.
In an environment in which we operate today, customers want service that goes beyond the functional aspect of the product or service that they consume. Expectation of good customer service les nereides experience, effective and exciting has become les nereides the standard. Organizations need to adapt to a new reality, les nereides challenging and dynamic and competitive les nereides environment in which customers make decisions on the basis of service experience, crack down following negative experiences and are ambassadors following les nereides the excellent service experiences.
Once you understand what is the customer les nereides experience and how it affects different organizations need to understand where the same experience occurs. Today, we talk about customer experience les nereides multi - channel. This concept expresses the sum of all the experiences that the customer with the organization, at all points of contact and throughout all stages of the relationship.
Multiple customer service channels, including channels Hdigitalim and self-service channels, increases the challenge of organizations when they produce positive experiences, and to remove barriers that produce problematic experiences. But what measures les nereides can be used to assess the subjective experience that the customer moves?
To measure the customer experience needed les nereides to enter the shoes and restore the experience different stages in each channel of contact - a positive feeling will cause the client to use over and over again services organization in this channel, however, a general feeling negative about these aspects will prevent a repeat visit specific channel which will reduce and will reflect the Further actions in front of the organization.
There are several metrics work together, giving the client the general feeling when doing the - user, accessibility, security, content and personalization - when the customer experience will explore the different channels according to these indices, making the required adjustment per channel and a channel.
For example, a client user first Web site of the organization checks (consciously and unconsciously), if browsing convenient, it is easy to manipulate and browse the pages of the site, whether offered him support tools, whether he has confidence in performing site and whether the site content provides added value.
Organization or service provider, if you want to give your customer the best experience, you should strive for excellence at all points of contact les nereides with customers and know Htnalotcm indices measure the right. Only in this way will create a positive experience authentic, that will allow you to give your customers a solution no less excellence, that will make them ambassadors of the organization.
Categories: Life Sensecom, General, locations and customer relationships, systems les nereides and technology, les nereides from the desk of Ethan Lombard, telecom expense management, customer relationship management, communication management, Sensecom and more, the world of sales, the world of customer relationships Tags: senseschool, service experience, management focus, les nereides management customer relations, multi-channel, multi-channel, customer service, multi-channel customer les nereides service
At the beginning of 2012 I joined Sensecom Deputy CEO in charge les nereides of business development and delivery of world multi channels. Am having rich experience in the design and delivery of strategic moves consist in service and marketing and an expert in multi - channel. Available to customers Sensecom simulating depth knowledge and broad vision on all interfaces and various perspectives, from director of strategic and marketing person. their knowledge and extensive experience in customer service and world multi channels I draw from years of practice and specialization les nereides within the framework of the senior positions in which I served in the Bank, whereby led projects in customer relationship management in general, and multi-channel in particular. Currently I lead Sensecom the whole issue of transition of call centers to the world of multi-channel (web, mobile, chat, video, etc.), the development and enhancement of products and services in customer relationship management les nereides and delivery processes of marketing and business development through organization. additional articles of the author
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