2016: The Year of the Customer Experience

Historically, keeping customers happy and providing an excellent customer experience was the result of providing a high-quality product at the best price with stellar customer service. The competitive landscape has since changed, however. In 2016, winning service providers will hone and focus their businesses on the entire customer engagement process.

A recent article in the Harvard Business Review entitled The Truth about Customer Experience defines the customer experience as your customer’s end-to-end journey with you, not just the key touchpoints or critical moments when customers interact with your organization. The customer experience is the cumulative impact of multiple touchpoints over time, which results in a feeling of a genuine relationship—or lack thereof.

Businesses of all sizes have good reason to focus on the customer experience. Whether improving direct customers’ experiences or the experiences of clients’ customers with better communication products, a positive customer experience delivers bottom-line results. Studies have indicated that an improved customer experience can:

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About Barb Pellow

A digital printing and publishing pioneer, marketing expert and Group Director at InfoTrends, Barbara Pellow helps companies develop multi-media strategies that ride the information wave. Barb brings the knowledge and skills to help companies expand and grow business opportunity.

Please offer your feedback to Barb. She can be reached at [email protected].

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