Customer Experience | CX

Over the last decade, we have seen increased attention given to the overall customer experience as part of the marketing, business development, sales, and customer service cycle in many organizations. When you consider the resources that organizations dedicate to searching for and securing each customer, it is surprising that it has taken so long for the concept of the customer experience to rise to its current level of importance.

There are various definitions of the term 'customer experience' in use, but in its most basic form, it refers to each and every interaction your brand has with an individual or group of individuals, from the prospecting phase to and including the ongoing service phase after they become a customer. There are countless examples to remind us that even the most well planned and executed strategy to ensure a top-notch customer experience can be turned upside-down if all channels and touch points are not in coordination with one another.

When was the last time you considered your customer experience? Do you have someone within your organization tasked with being an advocate for the customer? Perhaps it's time that you contact someone experienced who can help. I'd be happy to hear from you and to take an objective look on your behalf.