Customer Experience, Satisfaction & Loyalty

Keith Fletcher, Head of Customer Experience Change Programme, E.ON

Five years ago, E.ON were in a very different place to where they are now. Dealing with major struggles made them reconsider their business strategy to turn the tables around. The simple idea to make Customer Experience Principles responsible for steering key decisions as well as gaining buy-in from the entire organisation to run E.ON through the lens of the customer has resulted in Keith Fletcher and his team drastically improving customers’ lives. Keith talks about this journey here.

What is Customer Experience?

What is Customer Experience?

Ensuring a great multi-channel customer experience, hinges on an organizations’ ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.

Fabien Pelous, Customer Contact Centres Project Director - Air France - KLM

Fabien Pelous, Customer Contact Centres Project Director - Air France - KLM

Retaining customers in the “switching culture” of today means that tailoring your experiences to your customer segments is key. Offering more services to customers who give you more business can ensure that they feel valued, whether that means ensuring their query is resolved in just onestep, that services are available to them on a 24-hour basis or that their level of comfort during interactions isimproved through the reduction of language barriers. Find out here why it’s important to introduce segmentation to your business in order to deliver above and beyond while increasing revenue.