Jim Huser is the CIO at Guthy-Renker, a nearly $2B direct marketing firm with brands like Proactiv and Sheer Cover. Recently I asked him what customer experience meant to him and his firm. I wanted to share his thoughts with you:
-
A great customer experience equals customer loyalty, great brand management and sustainable business success.
-
A great customer experience is one that a customer remembers for its expression of appreciation for a customer’s interest or business, competence in addressing the purpose of contact whether an inquiry, order or customer service exchange and a sense that the company is committed to a great customer experience across all points of contact.
-
Customer experience is measured at Guthy-Renker by loyalty, life time value, what customers say, and through measures of consistency across the millions of customer interactions.
-
As we continue to focus on customer experience at Guthy-Renker our priorities are:
-
Customer choice/flexibility in configuring our offerings
-
First call resolution in customer care
-
A single agent desk top to promote quality and consistency;
-
Unifying all customer “touch points” in a single system/database, and
-
Moving more customer care capabilities to the Web
-
To hear more of Jim’s thoughts, take a look at this Forbes Video, Simple Is Better.
What does customer experience mean at your firm and what are you doing about it?
I was trying to scheadule a live demo and nobody replied back, I even left a voice massage in ur sales department 2 weeks agos and I still waiting for the call back.
You guys really need to start taking good care of your own customers.
Santiago, our apologies that we did not get back to you more quickly. I will make sure that our team covering South America gets back to you shortly. Again, we apologize for the inconvenience.