The positive customer experience, is the experience that everyone dreams about. An experience where everything is
pleasant, clear, simple and quick.
An experience that offers customers a product or service that is innovative, attractive, high quality...
An experience that takes into account the expectations, needs and habits of customers on a daily basis.
An experience that perfectly meets customers’ requirements by anticipating the needs of the next generation of customers.
For the customer experience to be seen as positive, you cannot just focus on the quality of it in the context of a one-off satisfaction survey or at the design stage.
The company should control the quality of the customers’ experience by continuously evaluating and optimising it in a comprehensive and objective manner.
The customer experience is constantly evolving.
It is mobile, omnichannel, digital, phygital, cross-device...
The reality of this experience is virtual or augmented.
These new customer experiences are developing at a rapid pace.
It is therefore very important to continuously improve the quality of physical and digital environments to provide a positive customer experience.
Regardless of the number and types of channels, physical or virtual, the customer thinks in terms of the overall experience and judges its quality on the ease and speed with which they reach their goal. The customer should not have to go through a disruptive experience.
Computers, tablets, smartphones, smart TVs, smart terminals, connected cars... Despite this wide range of mediums and user scenarios, the customer wishes to enjoy a simple, consistent, seamless and fluid experience.
Creating a positive customer experience has to be a constant and primary objective due to the numerous advantages and benefits it brings to the company. This requires the active involvement of all those who contribute to this core objective.
Designed to support this objective, CXPower developed CXPack an innovative and attractive solution that removes the most common obstacles preventing companies from adopting a "truly" customer experience focused strategy.
CXPack is a solution that is dedicated to the digital customer experience although its model can be easily and logically applied to all customer experiences...
sur l'expérience client
Partir de l’expérience client aide à sortir des silos
Les organisations en silos ont permis de formidables gains de productivité, mais elles touchent maintenant leurs limites. Elles rendent difficiles les projets transverses, elles limitent l’agilité des entreprises et freinent l’exploitation des Big Data qui ne connaissent pas les frontières des organigrammes !
Comment sortir de ces structures bien ancrées dans nos organisations et dans nos habitudes ? Un des leviers consiste à mettre réellement le consommateur au cœur des processus.
diateino.com 31 mars 2017