Five Ways to Meet Your Customers Expectations and Improve Loyalty

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  • Five Ways to Get Obsessed with Customers Experience

    But a major gap exists between companies’ perceptions of how well they’re doing and those of customers. According to a Capgemini study, while 75 percent of companies believe themselves to be customer-centric, only 30 percent of customers would agree.

    To bridge this chasm, organizations must become obsessed with customer empathy. Here are five ways how:

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    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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    Get Customer Experience Basics Right and You Don’t Need to Invest in Wow Moments

    Wow Moments are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance, and measure these Wow Moments. Chip and Dan Heath wrote a whole book on the topic: The Power of Moments. No Wow Moment saves you from negative word of mouth if your brand fails to get the customer experience basics right or to deliver the expected brand experience consistently.

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