CUSTOMER RELATIONS VS CUSTOMER EXPERIENCE: THE ULTIMATE GUIDE
Posted: Thu Jan 09, 2025 5:05 am
Providing a better customer experience doesn’t mean that customers won’t have any problems or make any requests. The goal isn’t to achieve “zero dissatisfaction” (which is impossible), but to minimize friction. c level contact list
The trick is to tailor your marketing team's reactions to potential dissatisfaction so that you can establish a positive sentiment.
We can take Ikea as an example, a leader in its market and its global strategy of improving customer experience . The Swedish giant has been able to listen to its market by cutting prices, fitting out its points of sale and improving its distribution networks. The same goes for the customer side. The implementation of a VR catalog, click and collect or traditional catering and nursery services are perfect examples.
The brand's worldwide surveys demonstrate its investment in these issues. They are conducted throughout the customer journey, both on the online store and in-store through checkout surveys. To have a broader panel and a better feeling, the brand's adoption of the mystery shopper allows it to better understand the emotions expressed by its customers.
Of course, these are just a few of the tools you can use to personalize the experience your customers are getting. But the key is to know how to adapt your strategy based on the type of demand, the channels used, or even both.
The trick is to tailor your marketing team's reactions to potential dissatisfaction so that you can establish a positive sentiment.
We can take Ikea as an example, a leader in its market and its global strategy of improving customer experience . The Swedish giant has been able to listen to its market by cutting prices, fitting out its points of sale and improving its distribution networks. The same goes for the customer side. The implementation of a VR catalog, click and collect or traditional catering and nursery services are perfect examples.
The brand's worldwide surveys demonstrate its investment in these issues. They are conducted throughout the customer journey, both on the online store and in-store through checkout surveys. To have a broader panel and a better feeling, the brand's adoption of the mystery shopper allows it to better understand the emotions expressed by its customers.
Of course, these are just a few of the tools you can use to personalize the experience your customers are getting. But the key is to know how to adapt your strategy based on the type of demand, the channels used, or even both.