𝐖𝐡𝐚𝐭 𝐢𝐬 𝐃𝐞𝐥𝐢𝐠𝐡𝐭𝐟𝐮𝐥 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞?

𝐖𝐡𝐚𝐭 𝐢𝐬 𝐃𝐞𝐥𝐢𝐠𝐡𝐭𝐟𝐮𝐥 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 (DCX)?

This is the 5th and last video from our 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 – 𝐄𝐱𝐩𝐞𝐫𝐭 𝐈𝐧𝐭𝐞𝐫𝐯𝐢𝐞𝐰 with Lior Arussy (𝐖𝐨𝐫𝐥𝐝'𝐬 𝐓𝐨𝐩 𝟏𝟎 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐆𝐮𝐫𝐮). My partner Amit Prakash and I asked him, 𝐇𝐨𝐰 𝐰𝐨𝐮𝐥𝐝 𝐲𝐨𝐮 𝐝𝐞𝐟𝐢𝐧𝐞 𝐃𝐞𝐥𝐢𝐠𝐡𝐭𝐟𝐮𝐥 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞?

🅢🅤🅜🅜🅐🅡🅨:

Lior said that a delightful customer experience (CX) will include several components. Here are the 4 key components:

𝟏. 𝐀𝐧𝐭𝐢𝐜𝐢𝐩𝐚𝐭𝐞 𝐚𝐧𝐝 𝐮𝐧𝐝𝐞𝐫𝐬𝐭𝐚𝐧𝐝 𝐭𝐡𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐛𝐞𝐟𝐨𝐫𝐞 𝐭𝐡𝐞𝐲 𝐞𝐯𝐞𝐧 𝐭𝐞𝐥𝐥 𝐮𝐬.
𝟐. 𝐏𝐞𝐫𝐬𝐨𝐧𝐚𝐥𝐢𝐳𝐞 𝐢𝐭 - make the customer feel that at that moment he or she is the only one that matters to us and we don't see anyone else.
𝟑. 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐜𝐨𝐦𝐩𝐥𝐢𝐦𝐞𝐧𝐭 - if they said “it's awesome,” then it's awesome. And if they didn't, we might have met their expectations, but we did not exceed them.
𝟒. 𝐘𝐨𝐮 𝐚𝐬 𝐚𝐧 𝐢𝐧𝐝𝐢𝐯𝐢𝐝𝐮𝐚𝐥, 𝐚𝐬 𝐚𝐧 𝐞𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐟𝐞𝐥𝐭 𝐥𝐢𝐤𝐞 𝐚 𝐬𝐮𝐩𝐞𝐫 𝐩𝐞𝐫𝐬𝐨𝐧 𝐰𝐡𝐢𝐥𝐞 𝐦𝐚𝐤𝐢𝐧𝐠 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞. 𝐘𝐨𝐮 𝐟𝐞𝐥𝐭 𝐥𝐢𝐤𝐞 𝐬 𝐰𝐨𝐧𝐝𝐞𝐫 𝐰𝐨𝐦𝐚𝐧.

Stay tuned for next week's new episode with Madam Sri Safitril, DEVP Customer Experience & Digitalisation in Telkom Indonesia, who won the CX leader of the year award for 2021.

Видео 𝐖𝐡𝐚𝐭 𝐢𝐬 𝐃𝐞𝐥𝐢𝐠𝐡𝐭𝐟𝐮𝐥 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞? канала Avi Liran