Crystal Collier is no stranger to the customer experience (CX) realm. And she has a lot of valuable insight to share.
For many people, air travel is stressful. From long lines at security to crowded terminals to delayed or even cancelled flights, getting from point A to point B is becoming increasingly pressure-filled. And when you consider that according to the International Air Transport Association (IATA), the number of air travelers will increase from 4 billion in 2017 to 7.8 billion in 2036, it’s clear that flying isn’t going to become any less stressful in the near future.
Customers are the chief drivers for business. Without them, operations simply wouldn’t exist. Having top-notch products and services along with a way to effectively market them is how you’ll attract customers but when it comes to retaining them, both customer service and customer experience management have a huge impact on their loyalty.
This is the first article on Dominant Path Analysis, in a multi-part series, where we take a deeper dive into the process of improving the customer experience in the contact center through the analysis of Interactive Voice Response flows.
You obviously know that providing a great experience is becoming the market battle as we move into the future. It can be the differentiator, with many executives stating it has more impact on revenue than the product itself.
Customer experience management (CEM) and customer relationship management (CRM) are not one in the same. While both concepts are crucial elements of keeping your customers happy, and have technological solutions for gaining insights on your customers through the power of data, they are different as it pertains to managing your customer and prospect base.