“A lot of lip service is given to quality and customer experience, I’ve never met a CEO or leader who said quality customer experiences isn’t important. The difference between cliché and really making a difference in your company and with your customers is in the amount of attention it is given. Although it used to be ‘nice’ to talk about quality in the context of customer experience, in an increasingly competitive business environment, pursuit of quality customer experiences – as a priority – is now an urgent priority.
You should avoid viewing quality customer experience as “just another thing to manage” – it needs to be a strategic advantage but only with the right commitment. As proof, it has become increasingly clear that, regardless of market or industry, companies that put quality first are more successful, sustainably. The reason is that higher quality customer experience (relative to competitors) generally allows you to operate with lower costs and command higher prices at the same time. So, as much as people talk about the cost and ROI of customer experience, it should be viewed not just as positioning factor, but as a way to enhance the bottom line.”
Caution: A definition of quality is elusive.
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