Companies that take customer experience seriously are those that are activity trying to engage with their customers. They are trying to interact with them to build a sense of friendship and loyalty to the brand. Some areas or departments such as UX or service support understand the value of this well. Sometimes for more senior team members this can sometimes be hard to comprehend and for those advocating customer experience difficult to elucidate to them the value of investing.
When customers experience your processes, polices and systems they get a feel for what and how your company operates and treats its customers. This is important as a good experience can help increase your reputation, customer value and revenue, when a bad experience can have a negative effect on your brand, products, services and revenue.
Most of us have experience the a poor rhetoric of customer experience, poorly communicated understandings of what the journey…
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