Who doesn’t appreciate a great buying experience? With everything from buying a car, ordering a coffee or doing some online shopping, a business can make or lose a sale based on the overall experience. But what about the technology industry? To get some better insight to what this looks like for companies that provide technology products and services, I recently spent some time with Katalyst's Director of Client Experience, Emily Hennessee.
JA: What are some strategies for your customers to improve their own CX without increasing costs?
EH: Leverage tools you already have that can help you accomplish the following initial goals:
1) Get visibility of what the current Client Experience is like and identify weak spots
2) Document and centralize information that would otherwise be communicated verbally if you were going to prep a new team member for walking into a meeting with your customer.
3) Promote the mindset in everything you do internally to drive the culture.
Reading time: ~3 minutes