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The Fleet Customer Experience Revolution
2014-08-17 21:35:04| AutomotiveDigest.com - Automotive Industry News
By Jeofrey Bean Jeofrey Bean is the co-author of the business leadership book The Customer Experience Revolution How Companies like Apple, Amazon, and Starbucks Have Changed Business Forever. What is Customer Experience? Does your company have a consistent and well-known answer that guides decisions and actions to create customer advocates? Weve asked many people within the same company and many people from different companies to tell us what they mean by customer experience. Weve learned that the chances of getting a consistent definition are small. People answer based on their experience and what their situation or role is. This is fine on an individual basis. But when youre a company seriously eying a customer leadership position so you can be better, different and more profitable, you need a consistent and well-known definition of customer experience. The absence of a consistent answer can be problematic for any decisions and activities impacting customer experience. It can lead to unfocused discussions, inconsistent service or product development and customer interactions. For any of these scenarios to be successful, there has to be a clear and consistent view of what the company and its people mean by customer experience as early as possible. READ MORE The Article The Fleet Customer Experience Revolution appeared first on Automotive Digest.
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Category:Automotive