How difficult do we make things for our customers? You may not ask yourself this every day, but it is a very important question if you want to remain relevant as a company.
Today, consumers have a very large number of options to choose from, allowing them to decide for themselves - after the necessary research - where, from whom and through which channel they buy something. In addition, they can share feedback via various (digital) channels. Unfortunately, a bad customer review is posted so much faster than a good one. That's why it's crucial to understand what your customers really expect so that you can respond proactively.
However, these expectations are constantly changing, as is the world around us. Now more than ever, we are shifting from a product-oriented economy to an services-oriented economy, and from an offline world to the integration of the digital solutions into our daily lives. Who still buys a pile of DVDs nowadays when you can subscribe to numerous streaming services?
When your organisation puts the customer first, your service offer automatically adapts to the needs of your customers. Research shows that customer-focused companies create more value (S&P 500 index) and are ultimately more successful. That is called Customer Excellence.
Our Customer Excellence (CX) advisors are happy to support you in 3 areas:
- Research and measurement