Chad Storlie is an adjunct Professor of Marketing at Flagler College. He is a mid-level B2B marketing executive and a widely published author on leadership, business, military and technology topics.
How can a business be more customer friendly, more in touch with customers, and more focused on prompt solutions to each unique customer in a cost-effective manner?
Business is besieged with metrics. Return on Investment (ROI), website visits, website return visits, shopping cart abandonment rates and average customer spend are all important and well-used metrics to evaluate the success of a business.
Great company Customer Experience (CX) programs seek to rapidly understand and mitigate customer negative experiences in any stage of their use of a company's products or services and turn the negatives into positives, or at least neutral, to create improved overall CX. Over time, companies that create progressively better CX began to create a competitive advantage over their competitors and, most importantly, create customers that become loyal and vocal brand advocates.
