Post by alimularefin57 on Mar 16, 2024 1:02:21 GMT -6
With similar premises, the quality of the relationship with the customer and the care he receives in his experience can only be a priority for companies. Is it possible to maintain high efficiency without compromising the quality of the customer experience (and vice versa)? Is it therefore possible to maintain high (or increase) the efficiency of company processes, while investing in the utmost care of the customer experience? The answer, in short, is 'yes' – it is possible to find the right balance between CX quality and efficiency, without sacrificing the quality of customer relationships, nor falling into processes that are unsustainable in the long term . Identifying the sweet spot between process efficiency and CX customization requires following some fundamental steps, paying attention to the first in particular, without skipping ahead: Identification of desired outcomes.
Design of processes and making them more efficient to make the AO Lists result sustainable Let's see both in detail. Identification of desired outcomes for CX As within any strategy, finding the balance between customizing the customer experience and process efficiency requires, first of all, having a clear understanding of the objectives you intend to achieve . If starting from efficiency objectives risks taking us away from pursuing an excellent customer experience, to be able to bring the company towards the benefits of a well-structured CX we must first think about the objectives of the latter - before discussing efficiency . The public, today, shows an increasingly marked tendency to compare different options and look for the solution that best meets its needs; in most cases, qualities such as 'honesty' and 'reliability' in interactions with the customer are the most sought after by consumers , with a weight that even exceeds that of the economic factor.
When asked "What quality do you look for from a brand?", "honesty" and "reliability" were reported respectively in 44% and 41% of cases, compared to 31% for the item "good price"; people are generally disinterested in long-term relationships with businesses. In fact, only 22% of consumers mention looking for long lasting relationships in their relationship with a brand , demonstrating a pragmatic and less sentimental approach to purchasing. These factors highlight an increasingly widespread tendency for consumers to be less attached to brands. At the same time, this gives CX care a growing importance in making businesses stand out from their competitors, underlining how this aspect is more important than ever to achieve loyalty objectives. In addition to what has been said, we point out a particularly interesting data recorded by a study by Edelman Trust Barometer , for which: 51% of consumers declare that brands fail to connect with them ("to engage with me") when their attempts they are inauthentic, generic and out of context.
Design of processes and making them more efficient to make the AO Lists result sustainable Let's see both in detail. Identification of desired outcomes for CX As within any strategy, finding the balance between customizing the customer experience and process efficiency requires, first of all, having a clear understanding of the objectives you intend to achieve . If starting from efficiency objectives risks taking us away from pursuing an excellent customer experience, to be able to bring the company towards the benefits of a well-structured CX we must first think about the objectives of the latter - before discussing efficiency . The public, today, shows an increasingly marked tendency to compare different options and look for the solution that best meets its needs; in most cases, qualities such as 'honesty' and 'reliability' in interactions with the customer are the most sought after by consumers , with a weight that even exceeds that of the economic factor.
When asked "What quality do you look for from a brand?", "honesty" and "reliability" were reported respectively in 44% and 41% of cases, compared to 31% for the item "good price"; people are generally disinterested in long-term relationships with businesses. In fact, only 22% of consumers mention looking for long lasting relationships in their relationship with a brand , demonstrating a pragmatic and less sentimental approach to purchasing. These factors highlight an increasingly widespread tendency for consumers to be less attached to brands. At the same time, this gives CX care a growing importance in making businesses stand out from their competitors, underlining how this aspect is more important than ever to achieve loyalty objectives. In addition to what has been said, we point out a particularly interesting data recorded by a study by Edelman Trust Barometer , for which: 51% of consumers declare that brands fail to connect with them ("to engage with me") when their attempts they are inauthentic, generic and out of context.