EXPERT INSIGHTS
Expert Insights are short articles designed to provide readers with a professional “tune-up” no matter what your job might be…

Customer Experience

Excellent Customer Experience = Customer Loyalty and Profit

Author : Steve Shellabear
Bio : Steve Shellabear is a highly experienced business consultant and trainer. Over the past 25 years he has worked across a range of industry sectors internationally. He specializes in designing and implementing management, sales and customer service training programs. Steve holds a Master of Science and Master of Philosophy from the School of Management at Surrey University. He is a certified NLP Master Practitioner, DISC and IMI Management Assessor. He lives with his family in the UK.
ISBN : 9781631577369
Publish Date : 2017/8/24
Page Count : 14
Description :
In this article, we examine why the customer experience is important and some of the foundations for building an enhanced customer experience. It synthesizes a range of subjects, including digital adoption and technology, recruitment, the role of learning and development, and how to measure the external customer experience. Methods for external measurement discussed include Net Promoter Score, Customer Satisfaction Score, Customer Effort Score, and First Contact Resolution. The Internal Customer is considered and the Employee Engagement Survey shown. How to measure Customer Loyalty through Depth of Relationship and Life Time Customer Value are considered. Practical examples are given throughout. The reader is invited to review his or her own organization, setting it up to meet customer expectations, the importance of values, effective systems, procedures, management, and coaching. This article supports the findings of service management literature that an experience in a transaction or relationship perceived as excellent by the customer contributes to the customer’s loyalty. This in turn results in profit for the organization, as measured by enhanced revenues or decreased costs to serve. This article is intended to provide useful, practical pointers for those seeking to build their business through winning and retaining more customers.

Delivering an Exceptional Customer Experience

Author : Sarah Cook
Bio : Sarah Cook is managing director of The Stairway Consultancy Ltd.
ISBN : 9781631578540
Publish Date : 2017/3/7
Page Count : 8
Description :
This article describes the steps that are needed to create an outstanding customer experience. It includes practical tips on how to create a vision for customer-centricity, get close to your customers to understand their explicit and implicit needs, employ people with the right service attitude and then engage them in delivering an exceptional service as well as techniques to help understand the principles and practice of sustaining a true customer-focused culture.

Short Guide to Customer Service

Author : Croft, Chris
Bio : Christ Croft has an enginering degree from Cambridge and an MBA
ISBN : 9781631577383
Publish Date : 2017/1/26
Page Count : 10
Description :
Good service is often as important as a good product, and this book explains why it’s so important and then how to achieve it. There’s no point in having great products, lovely premises and loads of advertising if you let yourself down on customer service. And most organisations do! Areas covered are: •