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Customer experience

How can good customer experience help you gain competitive advantage?

Great customer service is about exceeding expectations. If you know who your customers are, understand their specific needs and design your service organisation around them, you can build a market leading experience, improving retention and referrals.

Every touchpoint is an opportunity to improve your reputation. In some scenarios, contact should be slick, digitalised and hassle free. Elsewhere, a personalised or proactive approach can really wow customers.

This article produced by Gartner analysts provides an overview of customer experience: ‘Use Customer Experience Quick Wins as Momentum for High Impact Programs’, Michael Chiu, 16 January 2019. 
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