Verndale：2017年客户体验调查报告(英文版)(17页)（17页）.pdf

1、1. CHANGING THE GAME 2. THE CUSTOMER JOURNEY 3. PERSONALIZATION 4. CUSTOMER DATA 5. BENEFITS OF IMPROVED CX SOLVING FOR CX 2018 CUSTOMER EXPERIENCE SURVEY SOLVING FOR CX 2018 CUSTOMER EXPERIENCE SURVEY01 CHANGING THE GAME An organization simply cannot function without customers who are willing to pa

2、y for its goods or services. And in this day and age, customers are more demanding than ever before. They have a near infinite choice of organizations to choose from when making purchasing decisions, and as a result, it is becoming quicker and easier for them to stop buying from one and start buying

3、 from another. This trend is only set to continue. Simply put, if a customer is not happy with the experience that is being offered to them by a vendor then they will leave. Many wont even hesitate, they will simply take their business elsewhere. And that might be the best-case scenario. Some will s

4、hout about their bad experience from the rooftops, deterring others from using that vendor in the future. Unfortunately, it doesnt even have to be a bad experience that deters them - it can just be the lack of a good one. But it works the other way too - if your organization can provide customers wi

5、th an incredible, personalized experience, it could tempt competitors customers into making the switch to your brand. So, it is absolutely crucial that organizations can create and maintain a fantastic customer experience (CX) journey - one which not only leaves customers satisfied now, but also ens

6、ures that they will keep coming back, time and time again. However, as we will go on to see, enhancing the cus- tomer experience is not easy. It is not good enough to simply have customers, and for them to experience your service or product, by default. Real thought and effort needs to go into the e