According to Collector Bank, when it comes to delivering the best customer experience, no matter the size of the audience, no matter the time, the same principle applies: for-every-problem-there’s-a solution.
Customer experience is the end-to-end journey or interaction of a customer with a company. These interactions, occurring in various sales processes or interactive customer systems, present companies with golden opportunities to impress and impact the customer.
To take advantage of those opportunities, companies must invest in the following:
Today, it’s not enough to just deliver and meet customer expectations, especially inside this equation: increased digitalization equals decreased personal interaction.
Large companies with a huge customer base may find it challenging to maintain a personal connection with each customer, but they can always get a bit more personal with each purchase by, for example, adding a piece of chocolate or even a handwritten “thank you” note.
Personal interaction, at least as it’s known, might be declining, but new forms are dawning. Customers have more options and ways now to get in touch with companies and vice versa. It’s up to companies to improve their self-service and social media game. At the end of all the efforts is the customer feeling confident and satisfied towards the company.
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