There is a growing trend in the world where successful companies are increasingly focusing on Customer Experience (CX) and optimizing every customer interaction with their products or services.
KPMG Nunwood surveys have repeatedly shown that the more positive the customer experience with the company is, the better financial results it achieves.
If a company decides to implement CX, the process usually takes 3 to 5 years and the chances of success depend on several factors. The company must know exactly who its target customer is and not try to make everyone happy.
Management personnel have to answer a simple question: How do we want our customers experience to look like?
Imagine you sell clothes through e-shop and you want to be seen by your customers as a trustworthy dealer with UX friendly website and the most relevant fashion tips for each customer.
If you want to be successful, you must adapt accordingly the whole concept from communication to product and service development. At the same time, you need to continually collect feedback because you can't control what you're not measuring. Retail store management is also important as well as employees who take care of your customers.
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