DELIVER CUSTOMER EXPECTATIONS
TODAY’S CUSTOMERS WANT HIGH-QUALITY PRODUCTS OR SERVICES THAT ARE GOOD VALUE FOR MONEY. THEY DEMAND EXCELLENT CUSTOMER SERVICE, IF THEY DO NOT RECEIVE IT THEY WILL GO ELSEWHERE.
WHY YOU NEED TO DELIVER CUSTOMER EXPECTATIONS
Today customers have higher expectations than ever before. Customers are also smarter, more sceptical, more likely to share their experiences and have more options than ever before – a combination that makes it harder than ever to attract and importantly retain customers. Keeping customers and increasing their lifetime value to the organisation is vital to build a business that will survive for the long haul.
A company can have all the data in the world on an individual customer, but if that data does not provide true insight about how they interact with the company, from initial awareness and consideration through to purchase and post-purchase support, it will have little value.
Delivering a great customer experience requires an in depth understanding of personal preferences, needs and expectations. To gain true insight about the customer journey, it is important to identify touchpoints, map the customer journey and collect data on customer behaviour, preferences and pain points. This data must then be analysed to create real insight that can be used to improve customer satisfaction, loyalty and advocacy.
NWT believes that building a great customer experience requires all the teams in the organisation to work together to smash silos that exist between sales, marketing and service. To achieve this you need to adopt a new world mindset and fundamentally change the way your company engages and interacts with its customers, rewiring data, technology and people so that you can deliver the outcomes desired by your customers.
At NWT, we use our real-world experience to help with the critical task of developing a proactive Customer Relationship Management (CRM) strategy to drive business growth and profitability. Our services include CRM planning, prioritisation and delivery as well as the introduction of new world operating capability. Through our Critical Friend Review we can provide objective feedback and constructive criticism of your company’s interactions and engagement with its customers across different touchpoints in order to identify areas of strength and weakness and make recommendations for improvement.