It's high time organizations start differentiating well between Customer Experience and Customer Service.
Customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. Today, customer service forms the basis of the customer experience and thanks to digital technology, companies can connect with their customers in new and exciting ways.
In the face of the digital storm, manufacturers are encountering digitally smart and tech savvy customers who are flipping channels on digital media. To sustain competition and driving sustainable growth, ‘end to end experience’ through relevant content at the right place and time is the means to meeting huge cross-section of customer needs all across the globe.
The eBook is for marketers in the manufacturing sector that are in hope of aligning aspects of their brands' messaging and experience across multiple touchpoints, channels, and points in time.
The eBook covers:
- What is Customer Experience (CX)
- How do global manufacturers deliver good CX
- Challenges faced, principles and plan
- Factors affecting progress