It doesn’t matter if your company’s purpose is to serve individuals or other businesses – really, it doesn’t even matter if you’re in the business of producing goods rather than services. To truly enhance your company’s bottom line, you have to start paying attention to the customer experience.
Nick Glimsdahl, client enablement director at VDS, is here to tell us more about what “customer experience” is, why it matters, and what we can do to improve the customer experience in our own businesses. Customer experience is all about the customer’s perception of a brand – It really doesn’t matter what company leaders or employees think of their respected brand or experience if it conflicts with what the customer has to say.
In practice, you can think of the customer experience as “a battlefield for customer loyalty.” Nick chose this analogy because the constant change in technology has transformed the competitive landscape and redefined customer expectations. Companies have to work hard and smart to win over the consumer (not to mention attracting and retaining customers among the competition). The customer experience should be effortless.
If you are work in a business (really, any business), you will be interested in these other topics discussed in this episode:
- The 3 things that business owners and employees can focus on to improve the customer experience.
- What it means to “keep the customers first,” in practice.
- Technology’s role in facilitating an effortless customer experience (and sharing negative experiences).
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official transcript
Click here to read the official transcript for episode 131, “Stop, Collaborate, & Listen (to Your Customers)”