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Changes Occurring in the Region

Impact of Customer Experience – Illustration

Companies with a customer experience mindset drive revenue
4-8% Higher
than the rest of their industries.
Companies that lead in customer experience outperform laggards by
Nearly 80%
84% of Companies
that work to improve their customer experience report an increase in their revenue.
Two-thirds of companies compete on customer experience, up from just
36% in 2010

Customer Promise

  • Be reliable, seamless, consistent and always follows through.
  • Make sure the experience/service is convenient and can save/enhance customers’ time.
  • Respect the small details and ‘works’
  • Find new and original ways to solve customer problems
  • Do things differently and better
  • Focus on the customer benefit
  • Make the experience enjoyable for the customer and engender positive emotions
  • Keep the customer informed throughout to manage expectations
  • Be open, transparent, honest and fair with the customer – nothing to hide
  • Prompt a continuous and relevant dialogue with the customer
  • Focus on real customer need first
  • Take into account that customers are individuals
  • Build a relationship with the customer
  • Make the process work for the customer, not against them