Managing customer experience in global cultures calls for “retooling” the standard approach to match customers’ expectations – or risk failure. Customer experience management approaches must take into account that what works in the US may not work as well, or even at all, in China. Poor sales and/or chaos can ensue rather than riches! Check out these vignettes for quick ideas.
Staying afloat duing hard economic times demands creativiety on many fronts – and making sure the customer’s experience is better than ever.
Think that it makes sense to cutback on customer-facing areas of your business? Think again. Social Media has empowered consumers to make their frustration well known – the impact of a negative experience communicated on these channels can be devastating given the importance of Social Media giants such as Facebook, Twitter and Yelp. Think about the high impact this can have for your business – either positive or negative.
What makes it an Extreme Customer Experience Management program? It’s extreme because so few companies use it. Best Buy uses it as a competitive advantage and the gains they get include sales from suggestive selling and customer loyalty.
When industries introduce promotional offers – like free shipping – to drive consumers, and ultimate sales, they are creating a relationship dependent upon this specific financial commitment. To become dependent upon a financially-based offer in order to drive market share and sales, is shortsighted and destructive to the overall company brand and customer relationship. Customer Experience Management tactics can help get it back on track.
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