Discuss the steps for improving customer experience.
Practical Management Science
6th Edition
ISBN:9781337406659
Author:WINSTON, Wayne L.
Publisher:WINSTON, Wayne L.
Chapter2: Introduction To Spreadsheet Modeling
Section: Chapter Questions
Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...
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Question
Discuss the steps for improving customer experience.
Expert Solution

Step 1
The steps to improve customer experiences are:
1. Knowing the customers:
a. Identifying their needs.
b. Trying to prospect their quality needs and price range.
2. Knowing ideal customer experience:
a. This is finding out what we want the customer feels like, after an interaction with our brand.
b. Focussing on our own efforts to deliver that experience.
3. Going omnichannel:
a. Rather than adopting multichannel approch, going omnichannel would be much more beneficial.
b. It means one to one interaction, this may eliminate interdepartmental interaction issues.
4. Development of a customer experience management program:
5. Self help service:
Customers nowadays font want help after too much browsing, chatting or via calls. So a FAQ should be introduced, that should contain a set of common solutions, that should be an effective one.
6. Rewarding the engaged customers:
Retaining the customers is very important. So to retain them, rewarding plays a vital role. Like offering discounts.
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