Holistic view of the customer journey
True customer experience is the result of connections across all functions and touchpoints. Every interaction along the Customer Journey is important, including the emotions and relationships built with your brand.
To ensure a positive experience, business silos must be extensively connected in the background. In addition, customer satisfaction must be ensured at key "moments of truth". Mastering this means combining goals and emotions, hard work and an innovative entrepreneurial mindset.
outside the box.
However, most companies provide mediocre experiences for customers. And the cost of brand loyalty is enormous. Walker, a leading customer experience consultancy, predicts that customer experience will overtake price and product as the key brand differentiator for business-to-business (B2B) companies by 2020.
In this e-book, you'll learn about customer service best practices that you can incorporate into your customer experience to differentiate yourself from your competitors. You'll gain insight into strategies for success and the skills every customer service agent should have for a contact center or call center, tips for training call center-
employees, and ways to measure and compare customer service and customer experience.
Download the Genesys e-book now
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(German only)