Customer experience management lessons you can apply now from Harvard Business Review
Right now, customers are experiencing your company. They’re using your products, your network and your services. They’re interacting with your company online, on the phone, by email and in person. The question is: Are those experiences forging a bond … or driving your customer into the arms of another provider?
Churn has long been one of the largest issues facing the communications industry. It’s a multifaceted challenge, but there is one silver bullet solution: Make your existing customers so happy they never want to leave. How? By managing customer experience. Anyone who’s left a store after rude and careless treatment – or gotten a kind and efficient customer service rep on the other end of the line – knows one thing: Customer experience matters. And the companies investing in customer experience management (the processes an organization uses to manage customer interactions across the enterprise) are far outperforming the ones that don’t, according to a recent report from Harvard Business Review (HBR).
The report, Lessons from the Leading Edge of Customer Experience Management, is an in-depth study of more than 400 customer experience management executives worldwide. The results show a distinct divide between the leading companies and the laggards in profitability, revenue, market share and customer retention.
How does the industry rate in terms of customer experience management initiatives?
What are the barriers to effective customer experience management and how is the communications industry faring?
How does the communications industry compare in terms of customer experience infrastructure?
So, which best practices will help communications services providers keep customers happy and reduce churn?
Published by SAS