“Do I have ready and easy access to the supplier?”
While there is widespread consensus that outstanding customers experiences are powerful drivers of customer loyalty; many businesses are less than certain about what exactly differentiates an ‘outstanding’ customer experience from ones that are merely ‘good’. This was an issue that brought many of our clients to us; because merely ‘good’ customer experiences do little to keep the customers coming back.
Based on past research, we advocate that people interactions are the core substance of customer experiences. Excellent people interactions begin with interaction design – the stage where factors constituting an outstanding interaction must be correctly identified. These driving factors can vary widely, depending on the function served by the interaction. Zeroing in on the factors unique to the business is where our clients find our advanced analytics very helpful. The research insights aid decision makers substantially in their top-down approach to creating outstanding customer experiences.