WHAT’S UP | JULY 2017 ISSUE
Is Customer Experience Design
the New Religion?
You’ve got a great product. You’ve got well-trained and
knowledgeable staff. Your facilities are spotless and you make sure
they stay that way. And when a customer calls, your issue resolution
mechanism takes care of them in minutes. Customer Service is king,
the ruling monarch in the world of retail.
And yet those very same customers are slowly but surely fleeing
your grasp, your industry fiefdom is under attack by the new kid on
the block that goes by the initials CXd. If only you could get this
interloper into your court, you’re sure she’ll shake things up. Shame
she’s already pledged loyalty to your biggest competitor.
Welcome to Customer Experience Design.
Let’s face it – no matter how strong your company performance is,
how happy your employees are, none of us are going to turn down
the chance to realize bigger profits, stickier customers, and market
leadership. KPMG Sri Lanka has developed a methodology to do just
that.
To find out more about Customer Experience Design, contact
Gitendra E. Chitty @ [email protected]