The Digital Customer Experience
Does it really matter?
Customer experience is defined as the quality of a customer’s interactions with a company’s products and services. The better the experience, the better the results. But nowadays, winning involves more than offering the best products and services, or lowest prices. These are still incredibly important advantages, but they will get you only so far. Companies need to figure out their next steps.
The Harvard Business Review sums up the situation precisely: “… many companies still struggle to identify the plan of action that will best achieve [their goals]. This doesn’t have to be the case. Leaders can reach these goals if they focus on something more specific: the digital customer experience.”
According to a report by McKinsey, excellent digital customer care can increase customer satisfaction by up to 33% and generate savings of 25 to 30% by reducing call-centre volume.