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White Paper: Serving the Uncompromising Customer
Overview
In our previous white paper “Doing Business Right Now – Your Customers Won’t Wait,” we established the importance of incorporating the elements of service timeliness and service quality in providing exceptional customer experiences. Based on the 2007 Doing Business Right Now study of marketing and call center managers, the white paper concluded that customers are increasingly demanding tailored experiences and customized service, and are unwilling to compromise on service speed or experience quality. Along with the overwhelming majority of survey participants, we expressed our belief that demands for speed and highly customized experiences would only increase in the future as a result of consumer and competitive pressures.
The white paper highlighted the need for organizations to revamp their existing delivery infrastructures in accordance with right now business models. This infrastructure covers any function that operates under identifiable time pressures such as customer service, field service, product management, dispute and fraud. Since the demand for service speed and experience customization is expected to increase, companies will need identify those functions and adapt accordingly before their customers defect to the competition.
This white paper examines the fundamentals of customer experience management redesign so that you can begin to take action on the information you’ve been collecting on improving your customer experience. Don’t reinvent the wheel. Learn what the 2007 Doing Business Right Now survey participants had to say.
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