A better Customer Experience

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Strategies, processes, organization, assistance, everything is now focused on the customer and the experience he lives. He is no longer the one who has to adapt to the products proposed by companies, it is up to companies to decipher and anticipate the needs and desires of their customers to fuel an overall positive impression of the brand. Customer Experience is therefore defined as the sum of the experiences, emotions and memories that a customer has matured in his interaction with the company in all phases of the Customer Journey .


A better Customer Experience generates a more loyal customer , reducing retention costs and reducing churn. It also leads to good words about the brand, creating ambassadors among customers . How can we uae phone number list optimize the Customer Experience so that it becomes a strong point of the company and perhaps a factor of distinction compared to competitors ? Guidelines for a Successful Customer Experience Customer Experience: How to Build Brand Success The KPMG Center of Excellence , thanks to a consolidated experience, has developed an analysis framework based on six fundamental pillars (' Six Pillars '), used to measure the performance of a brand.


These are the set of values ​​and needs that increasingly move the customer in his purchasing journey. The so-called 'Six Pillars' of Customer Experience are able to guide companies in building a solid relationship with their customers . Furthermore, a strong correlation is observed with the commercial success of companies, as an excellent Customer Experience generates an increase in loyalty and advocacy rates. Personalization : Personalize the individual customer experience to create a unique emotional relationship Integrity : Being credible and inspiring trust Expectations : Manage, understand and exceed customer expectations Resolution : Transforming a simple experience into a brilliant one Time and effort : minimize the effort required from the customer, through simple and clear processes Empathy : understanding the customer's expectations to establish a deep relationship.