How do you attract and retain customers in a world where they’re writing the rules? Businesses must now operate in a highly contested global marketplace where customers demand a personalised experience across multiple channels.
Customer experience (CX) has evolved rapidly as digital technology has advanced – customers now have multiple channels of contact and far more choice. Customer loyalty is no longer a given – it must be won. The corporate landscape is in the midst of a revolution. Performance metrics now focus on increasing customer satisfaction and minimising customer effort. Both in the public and private sectors, the message from the top emphasises robust customer experience strategy.
Services must be consistent and tailored to customers’ and organisations’ needs. Isabella Villani is a leading CX professional who has been developing new approaches to customer experience for almost two decades. Incorporating industry best practice methodologies, she offers you the insights to develop your own strategy and successfully implement it within your organisation.
Isabella outlines the tricks and traps of managing customer interaction in an omnichannel environment and identifying how to put customers at the centre of your business, where they belong.
