Answered: Discuss the steps for improving…

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

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Question

Discuss the steps for improving customer experience.

Expert Solution

Step 1

The steps to improve customer experiences are:

1. Knowing the customers:

a. Identifying their needs.

b. Trying to prospect their quality needs and price range.

2. Knowing ideal customer experience:

a. This is finding out what we want the customer feels like, after an interaction with our brand.

b. Focussing on our own efforts to deliver that experience.

3. Going omnichannel:

a. Rather than adopting multichannel approch, going omnichannel would be much more beneficial.

b. It means one to one interaction, this may eliminate interdepartmental interaction issues.

4. Development of a customer experience management program:

5. Self help service:

Customers nowadays font want help after too much browsing, chatting or via calls. So a FAQ should be introduced, that should contain a set of common solutions, that should be an effective one.

6. Rewarding the engaged customers:

Retaining the customers is very important. So to retain them, rewarding plays a vital role. Like offering discounts.

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