How is your customer experience defined? What are the key influences in your plan?
Nunwood’s strategy director David Conway has written a great piece over at Research-Live on how customer insights can drive your customer experience. David looks at the top 100 league table of UK companies for customer experience, and reviews how each of them manage to not just listen to their customers, but gain insights and as a result provide a memorable customer experience. From Amazon’s cross-selling recommendation platform to the all-encompassing care given to Virgin Atlantic customers, it is clear that not just responding to customers needs, but regularly surpassing them is what makes a customer experience stand out in todays competitive marketplace.
What research has your organisation recently undertaken to gain insight into your customer experience?
