Eighty percent of companies believe they deliver a superior customer
experience, but only 8 percent of their customers agree, says Bain
& Company.
So what sets the elite 8 percent apart? They found that
they take a distinctively broad view of the customer experience. Unlike
most companies, which reflexively turn to product or service design to
improve customer satisfaction, the leaders pursue three imperatives
simultaneously:
- They design the right offers and experiences for the right customers.
- They deliver these propositions by focusing the entire company on them with an emphasis on cross-functional collaboration.
- They develop their capabilities to please customers again
and again—by such means as revamping the planning process, training
people in how to create new customer propositions, and establishing
direct accountability for the customer experience
Other things worth considering?
……interesting article from Harvard Business School.
One comment so far
I’d add a fourth “D,” namely DELIGHT your clients or customers. “Satisfy” stopped being enough, in most cases, a while ago.