Customer Experience Management – It’s Here!
My observation in the New Economy…
The new economy has brought to light one of the most fundamental yet important business practices of all times – keep the Customers you have! Like many suppliers, Customers are also stressed. They need help to exceed business objectives.
Customers are also very complex – each is different and each has different expectations. While there are many similarities, for each similarity there are at least three differences!
Measuring and managing customer expectations is the most critical business activity of 2010 and beyond – this is not measuring customer satisfaction – while customer satisfaction may be a part of the overall customer experience management process.
Start now – we are!
My thought is that this could be the next tipping point for business growth!