https://motivusconsulting.sg/customer-experience/
WHAT IS CUSTOMER EXPERIENCE?
Customer Experience is the overall impact of a brand on a customer from its promise to delivery across 4 stages of Pre-sales, Sales, Customer Service and Customer Feedback management.
WHAT ARE THE FOUR STAGES OF CUSTOMER EXPERIENCE?
Four stages of Customer Experience are:
1. PRE-SALES
In this stage, based on the product or service, the Brand and Marketing team makes a promise to its customers.
2. SALES
In this stage, the Sales Team brings the promise to life, makes a sale, and re-iterate that the same promise will be lived by the Customer Service or operations team.
3. CUSTOMER SERVICE
In this stage, the Customer Service team lives the same promise without any gaps.
4. CUSTOMER FEEDBACK
Finally in this stage, the Customer Feedback team which includes Pre-Sales, Sales, Customer Feedback, and Leadership team ensures to understand that customers are experiencing the same promise offered by the brand without any gap or breach in between the customer journey by collecting feedback and acting on them.
