After attending Oracle OpenWorld 2013, DCS noticed an important trend: customer experience. With customer experience becoming a more measurable metric, it is time to get senior management’s attention for action. DCS sat in on “Crossing the Customer Experience Chasm,” a seminar with Donald Chesnut and Brian Curran, who presented some statistics on the topic that are important to you and your growing business.
CX has always been a priority in business, but it has changed with the times. With 91% of Executives wanting to be a CX leader in their industry, new channels of communication and understanding are needed. Only 37% of these Executives are just now starting a formal CX initiative and only 20% considering their CX initiative advanced and innovative.
CX is made up of 3 attributes:
- Useful – function (features, price, selection)
- What a product/service offers customers functionally
- Usable – effort (convenient, easy, intuitive)
- How easy is it to engage an organization and its offerings
- Meaningful –emotion (stylish, reputable, trusted)
- How meaningful experiences are at an emotional level
CX is not only about the personal appeal, it’s about the dollars. CX chasm can impact revenue by up to 20% a margin many raised. Of Executives asked, 49% believe customers will switch brands due to poor customer experience, while in reality 89% of customers have switched already.
Of these Executive, 80% say they are doing a good to excellent job of delivering a positive, relevant, and consistent experience to their customers, but only 39% of companies earned a CX index of good or excellent from customers.
In order to understand CX, we are instructed to use a hands-on approach to identify the “Four Eyes:”
- Insight – clear understanding of customer needs.
- Impact – clear focus on the resulting business value.
- Issues/Opportunities – learn what’s getting in the way or could be improved.
- Innovate – design solutions that deliver both customer and organizational value.
When it comes to opportunities, the B2B improvements you can make now will affect CX a great deal. DCS is ready to help you with your EDI process, whether it’s starting “from scratch” or adding to. Call 952-941-9544 or email us today for you FREE Assessment!
By developing your EDI process and CX initiatives, organizations are able to reap the benefits both personally and professionally. Those already focused on CX enjoy clear business benefits:
- 20% improvement in customer satisfaction
- 15% increase in revenue growth
- 20-30% boost in employee engagement
- 15-20% reduction in the cost to serve customers
DCS is ready to help your customers by smoothing your EDI process. Our GROW™ Development Service creates faster shipment windows and allows data to be readily available to Customer Service for continued customer satisfaction.
Read more on Customer Experience at http://designingcx.com/
What have you done to positively increase your customer’s experiences?
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