Customer Experience is More Important than the Product

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I guess nobody has, by now, any doubt about the importance of the customer experience in business. 

Experience happens whenever the customer is using, operating the product and/or the service or looking for a solution, answer, part, service, interfacing with the company or representatives. 

Every detail counts.

When the information is not readily available.

When the answer is timely, complete and properly formulated.

These moments will define the long-term relationship with the customer and therefore the future of the company.

The experience is more important than the product.

So, managing customer experience is all about closing the gap between expected and actual, is about understanding customer needs, desires, reactions. 

It does not sound that complicated, and it is not. If well managed will guarantee stable and growing results.

A very basic principle: Customer must be successful with the product/service. 

What may make the customer successful?

· Reliable and long lasting product / service

· Product / service easy to operate

· Clear communication

· Whenever an interface is needed it has to be:

   - Timeless

   - Effortless

   - Simple

   - Objective

   - Clear

   - Consistent

   - Assertive

   - Cordial

   - Truthful

How do we make sure to attend such requirements?

Working on processes and organization (centered on customer), people (mindset & attitude), tools (CRM and others), policies and procedures, integrating different areas/departments.

Mapping the customer journey, the customer experiences and “moments of truth”, building the processes, roles and responsibilities, metrics, people’s requirements. 

Work hard on your leadership, give them all the tools, resources, capability, knowledge and skills to carry out the challenge.

Listen to the customer, let them influence in your decisions, on your solutions. 

Consider all these opportunities very wisely and enjoy the results.

Remember that the customer can replace you anytime but you don’t have the same option.

June 19