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Business leaders and support technicians across industries are tasked with enhancing the customer experience at every touchpoint. But this is easier said than done. This article from Harvard Business Review emphasizes the importance of quality interactions pre- and post-sale, and sheds light on the big picture: the customer’s end-to-end journey.
The problem: though many organizations appear to excel in customer interactions by silo, they often fail to focus on the customer’s complete experience.
The argument: organizations that work to perfect the customer’s journey—on the way to purchase and after—enjoy benefits in the form of improved collaboration, increased revenues, lowered costs, reduced churn, and enhanced customer and employee satisfaction.
The solution: organizations must shift to a cross-functional approach to identify key journeys and engage the entire organization in optimizing the customer experience.
To learn more about creating happier customers along their entire journey, download The Truth About Customer Experience.
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