Leverage this framework to make lasting, customer-centric organizational changes.
More choices and heightened expectations have changed the rules of customer engagement. Creating a customer-centric culture has never been more necessary—or overwhelming. In fact, according to SDL’s Global CX Wakeup Call report, nearly half of customers can’t remember having a recent successful customer experience. Today’s customers (and employees) require organizations to go above and beyond to earn, grow, and nurture their relationships. Take shopping, for example. No longer just a needs-based activity, it has become highly experiential. Customers expect experiences that are authentic and relevant to their needs. To make shopping fun and engaging, retailers and manufacturers are investing in new formats and digital solutions to not only gain deeper customer insights, but also establish trust and shopper loyalty through increasingly convenient and customized products, services, and experiences. According to Microsoft’s 2015 Global State of Multichannel Customer Service Report, 60 percent of consumers have a more favorable view of the brand if its self-service offering is mobile-responsive. These modern consumers are much more informed and empowered to make decisions; they want more choice in how and when they engage with retailers.
As you look to modernize and meet the demands of your customers, what do you need to consider and where do you start? How can you embrace and tactfully lead the cultural transformation within your company? Here are 11 dimensions to consider during preparations to help make the change stick.
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