In this episode of Leader-to-Leader, John takes a deep dive into a Harvard Business Review article talking how customer experience will be more important than price. 4:24 mins
The webinar and article makes it clear that customer experience will be the single most important factor for business success, even more than price.
Yet despite its importance, many leaders don't fully understand what customer experience is.
While customer experience [is] defined as the sum of all interactions a customer has with a company, most people operate with a narrower view. Some understand it as [only] customer service or service excellence—without recognizing that service is only one element of the entire experience.
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Our playbook lists the 5 critical steps for guiding your new customers towards success: preboarding, onboarding, inboarding, execution, and engagement. In addition, the playbook lists all the key activities that should take place in each step—25 activities in total across all 5 steps.
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HBR: 7 Steps to Deliver Better Customer Experiences
Customer experience is defined as the sum of all interactions a customer has with a company, but most people understand it as only customer service or service excellence—without recognizing that service is only one element of the entire experience. -
HBR: Webinar: 7 Steps to Deliver Better Customer Experiences
Customer experience is the single most important factor for business success. Yet today, most companies still use an incomplete definition of customer experience and have incomplete tools and approaches to manage it.