How to Compete on Customer Experience
In the UK alone, businesses are losing £12bn a year as a result of poor customer experience. It’s no surprise that Voice of the Customer programmes are recognised as a priority investment as a result.
However, the open secret is that many organisations adopt Voice of the Customer initiatives only to find their investment compromised by fatal errors.
In our latest Maru/Syngro Customer Experience briefing paper, How To Compete on Customer Experience, we provide six strategic steps to follow to ensure that your VoC programme succeeds. We answer the key questions:
- What is the best way to benchmark against competitors?
- How can metrics serve as a catalyst for change?
- Why do 92% of CX programmes falter?
Our research has shown that whilst 90% of large organisations have a formal customer feedback programme, less than a third communicate to their customers what they are doing to improve as a result.Too few companies are acting strategically on their feedback.
If you ask for an opinion you must:
- Listen and have the right tools and metrics to measure and create meaningful insight.
- Do something to improve and ensure ‘something’ is the right thing.
- Communicate your action back to the customer. If you do then you will be better than 69% of your
- Identify what the root causes are of the issues and use insight to drive change in terms of both
process and people.
- Prioritise your response based on customer value / potential customer value.
To get free, instant access to the full briefing paper, How to Compete on Customer Experience, click the front cover: