Seven initiatives to improve the customer experience
As a teaser for their upcoming CRM Summit, Gartner published a short article on seven initiatives to improve the customer experience.
Targeting, attracting, and retaining new customers will remain a top priority for chief information officers (CIOs) in 2008, according to a worldwide survey of 1500 CIOs by Gartner Executive Programmes (EXP). CIOs will need to help sales, marketing and customer service to enhance the customer experience to meet this goal.
The seven initiatives that they introduce in the article are:
- Act on feedback, deploy changes and communicate actions to employees and customers
- Design processes from the outside in
- Act as one organisation to ensure consistency
- Be open
- Personalise products and experiences
- Alter attitudes and employee behaviour
- Design the complete customer experience
Nothing spectactular here but from my perspective it is always interesting to see what the big players are doing in the field of customer experience management. In order to get more in-depth information have a look at their publications in the field of customer relationship management
