Thursday, September 23, 2010

The Three D's of Customer Experience

Did you know that while 80% of companies believe they deliver an exceptional customer experience, only 8% of customers agree with them? I found this fascinating statistic in this article, Three D's of Customer Experience. Apparently, the thing that sets the 8% apart is that:

"They design the right offers and experiences for the right customers.
They deliver these propositions by focusing the entire company on them with an emphasis on cross-functional collaboration.
They develop their capabilities to please customers again and again—by such means as revamping the planning process, training people in how to create new customer propositions, and establishing direct accountability for the customer experience."

For me, the most interesting of the 3 D's is that the entire company has to focus on customer experience through cross-functional collaboration. It's important for companies to realise that customer service is not just the role of the receptionist!