The customer is still king. Customer experience has become an important brand differentiator and can no longer be neglected by big and small businesses. Customers are the essence of a business and the key to survival.
Stephen R. Covey’s bestseller ‘The 7 Habits of Highly Effective People’ is one of the most influential business books of all times, selling more than 40 million copies and inspiring and transforming leaders all over the world. Coming across an infographic with these 7 habits recently, it struck me that they were so fundamental of successful human behaviour that they were perfectly applicable to people responsible for customer experience as well.
Experience is one of the great unifiers in our world. People love to experience good things, but experiencing them together often adds to the enjoyment. In the same way, going through a bad experience can have its blow softened by sharing it with others. How does this concept pan out in the business realm? How does a business acknowledge experience as a whole and create strategy to underpin its importance?
There’s a lot of negative press coverage for companies that deliver poor customer service. If you want to stand out, you need to rethink how you treat your customers.
In the battlefied, your victory is defined by deafeating your opponent. In the marketplace, your victory is determined by taking a place in the mind and heart of customer.
What a digital transformation can accomplish? Operational excellence, strong business processes, better customer experience, and so on. While these objectives are conceivable, why companies are reporting high failure rates for digital transformation?
Do you believe that your customers are satisfied with the experience they get when interacting with your brand? Even though many companies would answer this question with a yes and believe that they are successfully managing their customer experience, many such companies could be missing the mark.
We talk a lot about CX (customer experience) and DX (digital transformation) in ecommerce, especially since the pandemic pushed retailers to focus more on digital channels and customers encountered some rocky experiences during the abrupt shift. Both CX and DX are crucial to merchant success, but digital transformation and customer experience aren’t synonymous.