GoingToMeet

Now more than ever, executives agree that customer experience is critical to how their firms compete in today’s dynamic marketplace. Market research reports also show a high correlation between good customer experience and increased customer loyalty. There is also a strong correlation between a well articulated customer strategy and customer loyalty, but many companies find that they lack a full understanding of what their customers really want. Often, a disconnect exists between the metrics that are used to evaluate the customer experience and the needs, requirements and expectations of those customers. Creating a positive customer experience requires strategic preparation, continual intelligence gathering, the ability to adapt with innovative responses to customers, and the integration of a CEM mentality throughout the organisation. In this fiercely competitive local retailing environment filled with countless identical retail offerings, the use of good customer service can help retailers gain a competitive edge over the others. The time has come when shoppers, because of their increasing sophistication and affluence, are demanding better customer service.