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| The Customer is King. What? Seriously? |
However customer experience is often associated with the soft and fluffy pop management sentiment that the customer is king, and typically lacks a clear objective contribution to business success.
Hence it is dismissed by serious business executives who focus their attention on production line based approaches that seem more tangible offering improved efficiencies and lower costs.
Prepare to reframe that thinking. Customer Experience Management (CEM), as practiced by several of the worlds leading companies, is science based and enables organizations to consistently win the triple crown – simultaneously lowering costs, improving service and growing revenues. What can be more tangible in terms of achieving business success?
So let’s get scientific about the customer experience. Being a customer-centric business today means more than treating customers like kings. It requires discipline, method and intent. It means engaging customers like people, connecting with them in unique and authentic ways, building and maintaining a relationship with them over the long-haul.
