The Three "Ds" of Customer Experience
I just found the above titled article which I found pretty interesting. Even though the article is dated 7 November 2005, it is still very much up-to-date with today's customer relations strategy.
The article stated that according to a Bain & Company survey, "Eighty percent of companies believe they deliver a superior customer experience, but only 8% of their customers agree"
The elite 8% pursue three imperatives simultaneously:
1. They design the right offers and experiences for the right customers.
2. They deliver these propositions by focusing the entire company on them with an emphasis on cross-functional collaboration.
3. They develop their capabilities to please customers again and again—by such means as revamping the planning process, training people in how to create new customer propositions, and establishing direct accountability for the customer experience.
Now take a look at your website. Does it deliver a powerful customer experience?
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Labels: Customer Relation
posted by e-borneo.com @ 3:26 pm
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