March 5, 2019
We measure success for Digital Customer Experience (DCX) initiatives in many ways – revenue generated, cost reduction ratings, or churn reduction, to name a few.
But ultimately, we want customers to walk away elated from any interaction. A satisfied customer might say: “OK, that went well. I got what I needed.” An elated customer will say: “That was fantastic! I got more than I expected, faster than I projected. I need to spread the word about this company!”
When existing or new customers become elated, all the other metrics fall into place. They post on social media or rate the company on web sites, which provides prospective customers with a sense of security that your business is a good one. Those improved ratings bring in new customers and drive more revenue. What’s more, it’s free marketing for the company!
But what actually makes a good customer interaction? We asked IT and business leaders in Nemertes’ 2018/19 Digital Customer Experience research study of 697 global organizations.
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