Romil Bahl is the President and CEO at KORE. Read Romil Bahl's full executive profile here.
Why is the customer experience so important? Prioritizing the customer experience is crucial for any company's success. Organizations that are"customer experience-driven" consistently demonstrate stronger customer relationships, increased loyalty, higher retention rates, innovation, collaboration and overall growth compared to their competitors.
Additionally, be sure to celebrate victories! Many of us get accustomed to focusing on the goals we didn't meet rather than the ones we did. Celebrating customer victories helps build the relationship and can even smooth things over if you need to address concerns down the road. Finally, empathize with your customers by putting yourself in their shoes. Visualize the customer journey from your own perspective. Consider questions: What outcomes would satisfy me if I were the customer in this situation? What might frustrate me? How frequently would I prefer to be updated? You can also foster a sense of community by encouraging and facilitating connections among your customers so they can exchange knowledge and best practices.Numbers don't lie.
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