In such outlets, there is increased likelihood of wrongly placed products, poor sectioning and untraceable fast-selling products. An instance can be seen in retail outlets with siloed interaction between stockers, sales associates and cashiers. Within them, relevant information about customers, products, services and business are easily lost or concentrated in single units. As isolated systems where teams do not share vital information about their processes, priorities or challenges with other departments, silos sabotage customer awareness. Siloed systems in organizations have been the bane of customer experience management for decades, owing to gaps in customer understanding. To manage this complexity and maintain focus on customer experience, information sharing and co-creation is of prime importance. Complex networks of human and material resources work together to create output which customers purchase. While it is important to ensure that business offerings which customers directly interact with are of the highest standard, we cannot ignore the processes of production and distribution underlying them. Customer experience is a journey that involves interaction with products, services, and the systems underlying their production and exchange.
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