Content Library
Knowledge at the Point of Action: Make Sure Your Customers Love Your Company
Please enjoy this complimentary material.
White Paper: Knowledge at the Point of Action: Make Sure Your Customers Love Your Company
Overview
Everyone knows that a great customer experience is critical for business success. When customers are treated well—and when they believe that a company’s employees are competent and genuinely concerned with their satisfaction—they will remain loyal, even as competitors vie for their business. They will also tend to make more purchases over time and generate more word-of-mouth advertising.
But what constitutes a great customer experience? What differentiates a great experience from a mediocre one? And, more importantly, what specific steps can your company take to ensure that every interaction with its customers is as good as it can possibly be?
In today’s competitive global marketplace, a consistently excellent customer experience is distinguishing the winners from the losers. To succeed in this marketplace, your company must therefore take concrete steps to optimize this critical competitive differentiator.
Exceptional customer experiences revolve around one central principle: knowledge at the point of action (KAPA). In this white paper learn the six best practices of KAPA including how to effectively and efficiently capture all required knowledge types, maintain accuracy, relevance, and freshness of knowledge over time and facilitate knowledge access for customers, frontline employees and partners.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
-
White Paper: Capturing the Loyalty Opportunity: The Cost of Doing Nothing
Is your company focused on reducing costs at the expense of delivering meaningful and differentiated experiences to your customers?
-
White Paper: Winning on Service in an Uncertain Economy
In hard economic times, provide exceptional service for your current customers to harvest value.
-
White Paper: The 6 Laws of Customer Experience
There are huge opportunities to rethink how we deal with customers. This ebook offers six laws you can’t afford to break if you want to take advantage of the new customer dynamic.
-
White Paper: Five Warning Signs for Danger Ahead on Your Customer-Centric Journey
This white paper focuses on key elements needed to launch and sustain a successful customer-centric journey.
-
White Paper: Customer Service Meets Social Media: Best Practices for Engagement
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
-
White Paper: Doing Business Right Now: Your Customers Won’t Wait
The unwillingness to compromise on either time or quality represents a radical shift in customer demands.
Greg Gianforte