In der Geschäftswelt ist das Sammeln von Kundenfeedback zur Selbstverständlichkeit geworden. Umfragen, Bewertungen, Social-Media-Monitoring und Fokusgruppen sind in den meisten Organisationen gängige Praxis. Allerdings besteht oft eine erhebliche Lücke zwischen dem Sammeln von Kundenerkenntnissen und der tatsächlichen Umsetzung sinnvoller Veränderungen auf Basis dieses Feedbacks. Diese Diskrepanz stellt eine der bedeutendsten verpassten Chancen in der Kundenzentrierung dar.
Customer experience management
11 posts
Customer Journey Mapping: Strategisches Werkzeug für kundenzentrierte Transformation Bei richtiger Nutzung wird Customer Journey Mapping einem leistungsstarken Katalysator für organisatorische Transformation.
Pros and cons of leveraging artificial intelligence to enhance customer experience, balancing AI’s efficiency and human personalization.
Customer onboarding best practices to create onboarding journeys that reduce churn, boost loyalty, and drive growth.
The six essential steps of customer experience management to design, deliver, and continuously improve differentiated customer experiences
Discover how automotive companies can adopt customer centricity to build loyalty and drive growth with WATC’s proven frameworks.
Learn how strategic customer journey mapping goes beyond visualization to become a powerful tool for organizational transformation, breaking down silos and creating truly customer-centric experiences.
Learn how to transform customer feedback into meaningful action with a closed-loop system that moves beyond collecting insights to implementing changes that drive loyalty and growth.
Wo man auch hinhört. wird über Kundenerfahrungen (Customer Experiences) und Kundenerfahrungs-Management (Customer Experience Management) gesprochen. Dennoch stellen wir immer wieder fest, dass wenige Leute eine ausreichend konkrete Vorstellung davon haben, was es braucht, um differenzierende Kundenerfahrungen erfolgreich zu definieren und im Alltag sicherzustellen. In diesem Artikel versuchen wir, die 6 […]
Everybody and their dogs seem to be talking about customer experiences and customer experience management nowadays. However, too few people seem to have a good concept of what it really takes to do it successfully. This is why this article summarises the 6 steps of successful customer experience management from […]
Research confirms the power of customer experience as many industries enter a switching economy. A separate report validates this trend, finding that three quarters of consumers switch to a brand competitor after just one bad experience. In response to this landscape, brands and businesses must prioritise customer experience at a […]
