Profiting from Customer Experience: Why An Easy Customer Journey Makes Easy Money
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Customer experience sometimes falls into that murky category of business terms without a clear definition or with varying ones. As such, it’s often used without sufficient ties to quantifiable metrics. Companies may set out to "improve customer experience," but not be able to determine whether they actually have, other than with loose or anecdotal accounts of better customer-facing processes.
However, when carefully examined, there’s a direct relationship between customer experience, customer feedback, and financial performance. And, there are models and measures that can be instituted to track how much you’re profiting from these initiatives.
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