Posted: 17th July 2013

How to Compete on Customer Experience

In the UK alone, businesses are losing £12bn a year as a result of poor customer experience. It’s no surprise that Voice of the Customer programmes are recognised as a priority investment as a result.

However, the open secret is that many organisations adopt Voice of the Customer initiatives only to find their investment compromised by fatal errors.

In our latest Maru/Syngro Customer Experience briefing paper, How To Compete on Customer Experience, we provide six strategic steps to follow to ensure that your VoC programme succeeds. We answer the key questions:

  • What is the best way to benchmark against competitors?
  • How can metrics serve as a catalyst for change?
  • Why do 92% of CX programmes falter?

Our research has shown that whilst 90% of large organisations have a formal customer feedback programme, less than a third communicate to their customers what they are doing to improve as a result.Too few companies are acting strategically on their feedback.

If you ask for an opinion you must:

  • Listen and have the right tools and metrics to measure and create meaningful insight.
  • Do something to improve and ensure ‘something’ is the right thing.
  • Communicate your action back to the customer. If you do then you will be better than 69% of your
    competitors.
  • Identify what the root causes are of the issues and use insight to drive change in terms of both
    process and people.
  • Prioritise your response based on customer value / potential customer value.

To get free, instant access to the full briefing paper, How to Compete on Customer Experience, click the front cover:

How to Compete on Customer Experience Front Cover

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