Challenges companies face to implementing a customer experience culture. Creating a customer experience culture is a very crucial business aspect that needs to be put into consideration. It requires having a clear knowledge on what your customers’ needs and knowing when they need it. Due to business competitions, companies and moving towards creating a good customer experience and this has increased the demand for customer experience professionals. However, the three biggest challenges companies face when implementing a culture of creating customer experiences are; offering a consistent customer experience, creating an elaborate customer feedback process and choosing the correct strategy to create a better customer experience.
Providing a consistent customer experience is a major challenge. (Rawson, 2014) found out that customers usually don’t care about a single interaction experience during business operations but care a lot about a consistent interaction experience in its totality. This means that customer rate you on the basis of cumulative experience. To overcome this challenge, the company should employ use of new marketing skills with a constant communication system.
Customer feedback is a key factor in business operation as it helps one to access his/her business performance and see ways of improving. A company should have at least a system that captures customer’s feedback such as having pop ups to carry out surveys related to customer experience and also a platform to receive comments from the customers. Having this as a company gives insights on how to improve customer experience. (Jones, 2014)
Choosing the correct strategy/methodology to create customer experience still stands a great challenge for implementing customer experience. (Kolskey, 2013) suggests that new technology can catalyze processes and improve outcomes. To some extent, the technology may solve the problem at hand based on company challenges and their customers. The key aspect here is the methodology/technology to be used to create customer experience.
In this modern age, customer service is of great importance part of a company for it to be competitive in the market. It is destined to reach out to customers, understand their needs and giving services to their satisfaction. With all this put into consideration, the transition to customer experience will be achieved easily.
References.
Hussadintorn, D., and P. Koomsap. "Incorporating customer perceived value in designing customer experience." Challenges for Technology Innovation: An Agenda for the Future, 2017.
Sources:
http://blog.clientheartbeat.com/company-culture-customer-satisfaction/
http://blog.clientheartbeat.com/consistency-customer-satisfaction/
http://blog.clientheartbeat.com/customer-experience-challenges/
http://blog.clientheartbeat.com/customer-expectations/
