SIKORSKI’S THINK ABOUTS BLOG 10/13/14 – CX Management

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What is CX Management?

Multifaceted approach to:

  • —  Become more customer driven
  • —  Increase customer loyalty
  • —  Ultimately improve business performance

Use technology to:

  • —  Integrate departments and functions
  • —  Manage and measure the entire relationship
  • —  Include all functions from initial contact to delivery

Your customers should get accurate and courteous services from the first person they interact with without needing to contact or be transferred to anyone else and they expect:

  • Personalized service
  • To do business at any time and on their terms
  • Raised standards of service
  • Product innovation
  • Customer intimacy
  • Operational excellence

Your staff should have quick access to information and the authority to make decisions so that they can address your customers needs and concerns.

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