According to an article published on the business2community.com website, customer experience is about every experience and interaction a customer has with your company.
For a successful customer experience, you need to have a vision, and understand and relate to your customers. You also need to obtain real-time feedback and ensure your employees know how to respond in such situations. They should therefore follow the framework you create as part of your customer experience strategy.
Customer service is closely connected to customer experience, but it is not the same thing: it is only a subset of the broader concept.
Have an organisational framework in place
It is important to get all employees on board and explain to them who your customers are so as to ensure interactions between representative and customer will unfold as you would like. If nothing else, it is vital to select the best communication channels for contacting customers.
Company culture embracing the customer
Start by promoting a culture that revolves around customer satisfaction. Make it rule number one to take the perspective of the customer into account. Embed this into your company vision and instil it into your staff. How should you do that? Create a list of items to serve as guiding principles so that your employees have something to fall back on.
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