At DNI, we value and prioritize Customer Experience. It’s important to note that Customer Experience is different than Customer Service. According to dictionary.com, Customer Service is “assistance and other resources that a company provides to the people who buy or use its products or services.” Harvard Business Review defines Customer Experience as “the sum of all interactions a customer has with a company.”
Each interaction your business has with customers – be it online, in person, or via direct mail – should be carefully reviewed as part of a holistic communications plan.
Customer Service is what happens in a moment. Customer Experience is the result of all of the training, marketing, product development, and more that leads up to that moment, as well as the evaluation, adjustments, and resolutions that happen after that moment. Great Customer Experiences happen when your employees are equipped to address questions or issues a client presents, and when everyone in your business – top to bottom – understands the importance of their role and has been given reasonable authority to create a positive experience for the customer.
How do you ensure that you are delivering a positive Customer Experience? Each interaction your business has with customers – be it online, in person, or via direct mail – should be carefully reviewed as part of a holistic communications plan. Each element should be evaluated for how it helps create the Customer Experience you want for your customers.
The experts at DNI specialize in enhancing communication strategies to maximize the Customer Experience. We boast a multi-channel delivery model which provides complete print and electronic solutions – creating multiple touchpoints for you to interact with customers and elevate their experience.
Creating a positive Customer Experience is essential to any business, and the best Customer Experience plan for your business is unique to you. Call our communication specialists today for a tailored communication strategy designed to deliver a stellar Customer Experience for your clients.