What You Need To Know About The Customer Experience?
The term customer experience is not only confined to the customer satisfaction, it is a more complex process than it appears. Many businesses do not give it a top priority due to the lack of the knowledge. For a business to excel and grow, it is imperative to provide an eidolon customer experience.
The given Infographic lists the stats of customer experience on SMT committees.
As per the statistics, 11% of the FTSE companies have a chief customer officer on their SMT committees. Whereas 12% have someone with a specific customer-focused remit. As for the FTSE AIM 100 companies, 2% have chief customer officer on their SMT and 5% have someone with a specific customer-focused remit.
Keeping in mind the mentioned statistics it is important to have someone in the senior role to make sure that Customer Experience is not overlooked in an organization.
There is a variance in the responses of the customers while being in the direct or indirect contact of the company. When customers purchase the goods, they are said to be in direct contact whereas indirect contact involves unplanned encounters, news reports and advertising. The customers’ involvement at the different levels such as spiritual, emotional, rational should be studied so that discernment process can be performed effectively.
