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Managing the Total Customer Experience

Product Type: Market Research Report
Published by: American Productivity & Quality Center
Published: August 2005
Product Code: R166-30
Description
Examine how successful organizations make the business case for shifting to a customer-centric approach in Managing the Total Customer Experience. Discover the support mechanisms, technology, and measurement processes used to ensure a consistent, positive customer experience. Find out how best-practice organizations build and maintain a first-rate customer experience program that ensures customer loyalty and drives profitability.

KEY FINDINGS

  • Best practice organizations empower employees to understand and anticipate customers' needs and align the company and culture around those needs and processes
  • Best practice organizations ensure that employee recruitment, training, and performance management all focus on customer experience delivery.
  • Best practice organizations have visionary customer-centric leaders who believe that high-quality customer experience engenders customer loyalty and improves customer and company profitability.
  • Best practice organizations understand what different types of customers need in different phases of the customer life cycle and tailor the customer experience to meet those needs.
  • Employees of best practice organizations work together to create a "one-stop shopping" environment designed to streamline customers' interactions with the organization.
  • Best practice organizations invest in delivering a brand-consistent, high quality, end-to-end customer experience across interaction channels and throughout the customer life cycle generates higher customer lifetime value and a growing number of loyal, profitable customers.
  • Best practice organizations invest in streamlining customer-critical processes to decreases cost-to-serve and increase profitability.
  • Best practice organizations identify and understand customers and track customer behavior.
Table of Contents
Executive Summary
Chapter 1: How Do Organizations That Are Leaders in Customer Experience Operate?
Chapter 2: What Do Best-Practice Organizations Do to Deliver a Good Total Customer Experience?
Chapter 3: What Are the Results from Investing in a Total Customer Experience?
Chapter 4: How Is Technology Used to Provide a Good Customer Experience?
Case Studies
  • Air Products and Chemicals Inc.
  • Cisco Systems
  • Lands’ End
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