Our thoughts and views about experience management
“Client-centric” is a word you hear a lot in companies these days. Not because it is trendy but because it starts to be the pre-requisite of survival success. But what does it mean and what should you do to become a client-centric organisation?
In 2014 many brands showed improvements in their customer experiences. Yet many companies are still to prioritise customer experience as a fundamental business driver.
Customer experience and brand go hand-in-hand. Or they should. Sometimes, however, there are frictions in the relationship of these two.
What is the definition of customer experience? Normally you get as many different answers as there are questions to this seemingly simple question.