So we’ve all heard how important it is to change our business thinking and put ourselves into our customer’s shoes. But how realistic is it to change the mindset of an entire global organization? Impossible, you say? Here is a quick-win approach that might get the process kick-started.
"Customer experience" has been a much-debated buzzword over the past few years. Indeed, no manufacturer, supplier, or service provider will seriously doubt the impact happy customers have on their company’s long-term success and market position. Globalization has added a new challenge to keeping customers happy, as we can no longer simply ask them directly how they feel about our products or services. But substantially nothing has really changed in our strategic endeavor to make customers happy.
Making your GCEM part of your business model
Any Global Customer Experience Management (GCEM) should be part of your company’s business model in the management system section. This will greatly enhance the status and value of your customer experience efforts.
Business models help companies to transfer strategic goals into operational guidelines. A typical business model has several building ...
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