Better employee experience drives better business outcomes1. The result? Technology is no longer the driving force of IT — instead, the end-users’ digital experience is the key to unlocking business value and driving ROI.
Although technology continues to evolve, the processes that support Information Technology Service Management (ITSM) have remained relatively unchanged for several decades. One of the main challenges to delivering high-quality IT services in this long-established approach is reactivity – that is, focusing on incident management as a means to resolve something that should never have happened in the first place.
A lifecycle is a marketing framework illustrating the series of changes that occurs as you move a customer through the marketing and sales funnel. The lifecycle used to be fairly to the point, with a focus on need generation, consideration, engagement, evaluation, purchase, delivery and usage. But because of social media and customer behavior things have changed and there's a need to re-evaluate the customer lifecycle. Additionally the stages of the lifecycle are not as linear as they once were, now they are more fluid. The customer could jump stages in your lifecycle in a non-linear fashion. The customer is empowered and as a result the customer lifecycle looks much different.
According with Tom Raftery, It’s hard to overstate the value of delivering an excellent customer experience. For many customers, a huge majority of the buying experience is based on how they feel they are being treated. Some would even pay more for a better customer experience. Considering the proven value of loyal customers and the high cost of acquiring new ones, it only makes sense to keep them happy. The Internet of Things (IoT) can help.
In today's world, customers decide how customer-centric a company is. Good customer service should capture the fundamentals of a great experience: ease, effectiveness, and emotion. For many companies, this level of service is a cornerstone of their customer experience strategy, and good customer experiences can help control costs.