Why is customer experience so important?
Today’s businesses need to be set up to provide more personal, intuitive and responsive services that dynamically respond to customer preferences and better predict their needs. Technology, used as a means to do this, sits at the heart of almost every service we use day-to-day, yet technology alone does not make a great service. It has to be deployed to serve the people who use it. Truly great services are those that join up all the touchpoints people have with a business, whether online or instore, in person or assisted by AI, to make the transaction seamless.
The experience that customers have of your business is your brand so investing in it has an impact on business performance that can be measured more accurately. It leads to increased revenues, greater likelihood of recommendations, process efficiencies and increased visits.
Engine clients like Dubai Airports, PegasusLife, Virgin Media, E.ON Energy and Hyundai Motor Company have publicly cited improvements in this key metric due to the use of service design principles to bring greater customer focus throughout their organisations.
Leaders from within these businesses, and others, have graciously shared their transformation stories and contributed to a our book, Customer-Driven Transformation: How being design-led helps companies get the right services to market. The book provides practical strategies through a step-by-step guide to designing great customer experience.
Customer-Driven Transformation is available to buy from customerdrivenbook.com.
Enter offer code ‘CDTWEB20’ for 20% off.
Sign-up below to receive the first free resource to accompany the book - A Total Customer Experience Palette. We'll also share occasional news, articles and other free resources to support the book as soon as they become available.
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