adding value through customer touch points
Customer approach today can be summarized as “I want to buy products that suit my requirements, will buy them when I want, buy them in a way I want and most importantly, will somehow find someone who will sell the way I want”
And the customer experience process encompasses the moment the customer becomes aware of your company and is comprised of multiple independent interactions, transactions, and contacts along the way.
Managing these customer expectations and experience is an ongoing and evolutionary process that takes time and cross-functional commitment if it is to deliver significant results.
Though the task is a very challenging, we do not see many companies investing in this crucial area. Certainly, analysis of their own business practices comprehensively through the lens of their customers can lead to significant benefits over a period of time. This can include process redesign, inputs to product changes/up gradation, profitability and sustained competitive advantage.
Customer touch-point management and adding value to each one of them can show us the way forward. By strategically leveraging these touch points, developing better understanding of customer needs, responding to their suggestions and recommendations and building tailored experiences, companies can create a win-win situation for both the company and the customer.
look forward to share my experiences and learn from others as well