Customer experience does not live in a void controlled by the marketing teams. Context is everything, and the culture within a company and the day-to-day experience of employees have a huge influence on the kind of experience that is delivered to the final customer.
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.
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.
Emily Videtto and her perspective on what it’s like to run a large, innovative marketing team. Her vision to be a customer centric company is clear, but their go to market strategy is more complex. Pella has a dynamic sales model where they are selling through both B2B and B2C channels.
Door: Eelco Krikke.
In een ideale wereld onderhouden service- en sales teams onderling nauwe relaties met elkaar. Daarnaast versterken en verlengen ze elkaars dienstverlening aan de klant. Om dat ook daadwerkelijk in de praktijk mogelijk te maken, moeten beide ‘kampen’ het eens worden over het einddoel – een positieve klantervaring.