{"id":1679,"date":"2015-07-15T10:02:08","date_gmt":"2015-07-15T15:02:08","guid":{"rendered":"http:\/\/flevy.com\/blog\/?p=1679"},"modified":"2015-07-01T14:46:01","modified_gmt":"2015-07-01T19:46:01","slug":"how-to-improve-customer-experience","status":"publish","type":"post","link":"https:\/\/flevy.com\/blog\/how-to-improve-customer-experience\/","title":{"rendered":"How to Improve Customer Experience"},"content":{"rendered":"

Before we get to how to improve customer experience<\/em>, let\u2019s just recap on why we should care about improving the customer experience.<\/p>\n

Deloitte said that customer-centric companies are 60% more profitable than their less customer-centric counterparts. That\u2019s right, 60% more profitable<\/em>. And that\u2019s not just one of those throw-away marketing stats. It\u2019s from\u00a0Deloitte<\/a>, one of the world\u2019s most respected consulting\u00a0firms.<\/p>\n

But, I guess you understand that. And, of course, you want to be more profitable. After all, you\u2019ve already clicked through to post called \u201cHow to Improve Customer Experience,\u201d so I\u2019ll get to right to it. Below are the four steps you need to complete to improve your customer experience and build a loyal, more profitable customer base.<\/p>\n

How to Improve Customer Experience: 4 Steps\u00a0\"2136953043_e9d620963f\"<\/h2>\n

Step 1: Map<\/strong><\/p>\n

Before you start any journey, it\u2019s always good to know where you are and where you\u2019re going. To understand the landscape, the first thing to do is to map out your customer journey (See:\u00a03 Powerful Tips to Map Your Customer Journey<\/a>).<\/p>\n

By mapping your customer journey, you\u2019ll gain a better appreciation of what your organisation looks like from the customer\u2019s point-of-view.<\/p>\n

Use your customer journey map to help you identify areas for initial focus and to set yourself some objectives.<\/p>\n

Actions:<\/h3>\n