Do you Pass the Customer Loyalty Test?
Companies must delight customers with a personalized experience to ensure retention and loyalty, according to Infosys’ expert. In an article published in 1to1Media.com, our expert discusses how a customer-centric approach to operations can deliver a superior experience-
- Repeatability: Prioritize activities, staff, processes, and infrastructure to address intangible factors and unavoidable activities such as waiting in a queue
- Predictability: Convert actions to a detailed set of standardized activities to minimize differences in the experience
- Alignment: Integrate back-office operations with front-office systems, enhance the aptitude and attitude of the staff at customer touch points, and strengthen the supporting infrastructure
- Seamless process: Streamline all activities in the value chain that directly or indirectly affect customer interaction
Read the article (Requires registration)
Reproduced with the permission of 1to1Media.com
Author
Khanchana Navakiran, Lead Consultant, Enterprise Solutions - Customer Relationship Management (CRM), Infosys Limited
Khanchana has rich experience in CRM spanning sales, marketing, partner management, trade management, field service, and teleservices. She can be reached at
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