How Service Firms can Start Improving Customer Experience

 In Microsoft Dynamics CRM Blog, Professional Services

Customer experience is key to success for services businesses.  Why? Because customer experience is the ultimate brand differentiator. So where do you begin your customer experience transformation?

To begin transforming your customer experience, start by mapping the ‘outside-in’ view of the customer journey to the ‘inside-out’ view of your business management lifecycle. It’s crucial to understand how all customer interactions across web, mobile, social, tele, etc. are working for or against all your firm. This exercise will show you what actions you need to take to improve key touch points and deliver a consistent and superior customer experience. It’s also important to not only identify misalignments between expectations and execution, but to understand why they might be occurring.

Article: How-to Address the Challenges of Delivering a Great Customer Experience

Start asking questions to your current customers such as, “Which experiences are important you?” and “Which experiences or interactions do you perceive as good today?”. Gathering this type of feedback from your customers will help determine which touch points you need to prioritize for improvement.

Firms that ask the right questions and evaluate all touch points across their business are able to modify key processes that ultimately have a big impact on customer experience.

If you are looking for more information on improving customer experience, download this eBook: 3 Tactical Tips to Improve Customer Experience for Professional Service Firms.

Amanda Tarasow
Amanda makes it her top priority to help customers grow and improve their businesses. How does she do it? By offering education! She offers an understanding of CRM technology and how it can be applied within an organization. Amanda believes in open communication and enjoys partnering with those who want to know more about technology.
Recommended Posts

Leave a Comment

Start typing and press Enter to search