What’s Wrecking Your Customer Experience?
February 22, 2010
Most companies want to elevate the customer experience, but somewhere between the good intentions and actual implementation, many things can break down. The current state of the customer experience is not ideal. What pitfalls can companies avoid to deliver a quality customer experience? The customer experience should be the responsibility of all departments, ideally with a C-level executive overseeing the cross-departmental communication and projects. Anna Convery, chief marketing officer at customer experience analytics company ClickFox, says she is beginning to see more chief customer officers and the like who sponsor customer experience projects. But it's not yet commonplace. "There is a lot of talk about the customer experience at the C-level, but not a lot of folks putting their shoulder to the wheel," she says.
Are Saying... " We had several loyalty and reward programs in place to increase loyalty, but had no real understanding of why we were experiencing churn…ClickFox delivered insights that helped us predict and react to potential churn, saving us over 1,800 customers in the first 2 months alone… "
- Director, Customer Retention & Loyalty at a Global Telecom Company