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Press Review: Customer Experience Key to Success

This month's press review is all about customer experience, its importance nowadays and in future and which factors drive customer experience. It has a particular focus on the state of customer experience management in the DACH region.

Due to interchangeable products and markets getting more and more transparent (link in german), customer experience is gaining more and more importance. Customer satisfaction and enthusiasm are key factors to be successful now and in the future. 

In reality, achieving a positive customer experience is quite difficult. Negative experiences are shared about sixteen times while positive ones are only shared about nine times (link in german). Taking the significance of customer evaluations in the purchase process into account, this is fatal. Companies need to practice effective customer experience management to grow and achieve competitive advantages. 

Still, most companies aren't successful in this area, although there is a general positive trend towards an increased focus on customer experience. Among other things, this results from ever faster growing customer expectations. 

In addition, european managers tend to underestimate the importance of this factor. This applies especially to the DACH region (link in german). While 90% of managers in the U.S. regard customer experience as an important factor for success, only 55% of managers in the DACH region share this opinion. 

A survey of the consulting company Sopra Steria (link in german) says that descisionmakers in companies evaluate the state of their customer experience management much more positively than it is in reality. 

One reason for this contradictory relation is that customer feedback in social media is not included in the evaluation. In this area, the DACH region is lagging behind, too: Social data is used 20% less than the european average. 

But in fact this data is particularly important in the context of customer satisfaction (link in german). With the help of software tools, an appopriate analysis of relevant customer activity can be ensured, despite the difficulty of an ever-changing digital landscape. This way, customers can be adressed in a personalized manner in real-time and thus customer experience can be improved. 

The influence of customer experience on corporate success can't be denied anymore. Businesses can't ignore this success factor any longer and most of them already have a lot of catching up to do. The ALMATO solutions forQuality Monitpring (QM) and Interaction Analytics (IA) can assist you in improving customer experience across all touchpoints. 

Want to know more about how ALMATO can help you improve the customer experience? 

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Peter Beckschaefer      24. August 2016

Author

Peter Beckschaefer

Peter Beckschaefer

Peter Beckschaefer is a Sales Manager at ALMATO

Peter started his career in banking and then studied business studies at the University of Tuebingen. After successfully completing his studies, he worked as a marketing consultant for banks before switching to the world of call centers in 2004, when he started as Accoung Manager at EXCELSIS Information Systems.

Since 2006 Peter Beckschaefer consults ALMATO's clients in the implementation of innovative Robotic Process Automation and Contact Center solutions.