How to Map Customer Experience to Derive Qualitative Insights
The multiplicity of digital channels has given opportunities for businesses to engage with their customers and provide them with a better omnichannel experience. However, this can have its share of challenges as well. Statistically speaking, around 71% of customers seek consistent performance of applications across channels, but only 29% of them get it. Today, customers look for a personalized experience across digital channels and do not hesitate to leave for better alternatives. Customer experience has become the differentiator for businesses to remain competitive given that it is not always possible to determine the quality of offerings across companies based on products and services and pricing alone. Customers, irrespective of the touchpoints, expect the delivery of quality services, swiftly and consistently, including the response to their queries on the first contact. According to SQM research, there is a 15 percent drop in customer satisfaction when their queries...