In recent years, the concept of "customer experience" has gone from something that was limited to a (sometimes short-staffed) customer service team to the forefront of every business decision for leading companies around the world.
Think: Kelly Kapoor from The Office
Today, customer experience is everything.
It has the power to make or break a business faster than ever before, and the ones doing it well are using customer experience to drive all major business and marketing decisions.
Being customer centric means having the end-user as the focus for every business decision. This applies across the entire customer journey; successful businesses today understand the value in providing the best possible experience every step of the way.
Why is this important?
How is it done?
There are many ways to implement a "voice of the customer" program. Here are the basic components:
What are key success metrics?
It's important to define metrics based on specific goals for your business. Here are some of the most common metrics for customer experience:
Customer experience programs can be big or small, simple or complex. It all depends on your business, your customers and your individual goals. The most important point we want to convey is that every business should have some kind of system in place to solicit feedback from your customers. Wherever you are in the process, we are here to support you.
-- Margaret, Faryn, & the SocializeLA Team
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