Influencing customers final purchasing decisions
When two organisations provide very similar products and services at very similar prices, it is the customers ‘experience’ of the organisation that has the greatest influence on their final purchasing decision. The customer experience is influenced by many factors that need to work together holistically to provide the best ‘customer experience’ possible. Reviewing whether your […]
Can you ‘see’ your customer?
Do people in your organisation really see how their job impacts on the experience of external customers (i.e. the people who buy your products and services)? Or are they so far removed from the front line that the external customer doesn’t figure in their thinking? Does this matter? If you think it does, using a visual […]