Nigeria Marketing Direct

Managing Customer Experience Part 2 In continuation of the above topic tagged Managing Customer Experience Part 1,  I am going to be discussing  how to design  a customer experience programme. As clearly indicated in my post titled;  The Imperatives of Managing Customer Experience  on my linkedin page adewale Oluwayemisi there seems to be a greater need for willing organization to adopt managing customer experience as a strategic approach.  Designing your customer experience programme should start with you having an adequate understanding of customer expectations at all time so you will need to be proactive at monitoring the external happenings and looking inwards to adapt to changing situations. Planning  1. Internal audit Leaving to chance will not guarantee a consistent and expected results, you need to carry out internal audit to  determine the level of gap that exist in the area of capabilities, so as t...

Managing Customer Experience - Part 1 By Adewale Oluwayemisi First published on Marketingdigest.blog.com on 21. May, 2016 The world of marketing is dynamically paced, with customer becoming more powerful and value driven, organizations are having to A dissatisfied customer  redefine how are they will able to meet customer expectations. This has shifted the need to rely solely on having a good offering to offer to the customer, rather organizations are having to reinvent their strategies aim building and sustaining competitive advantage to focus on delivering a continously customer enhanced experience. 1. Identify your customers and potential customer Designing a satisfying customer experience starts with identifying our existing and potential customers, after which we will put them in the appropriate segments for ease of service and communication. 2. Develop an understanding of customer expectations Having segment our customer we need to build a satisfying custo...