The concept of Customer Experience (CX) is generally considered to be the customers’ perception and related feelings from their interactions with your company and is of fundamental importance to the sustainability of a business. Annette Franz, Chairman of the Customer Experience Professional Association (CXPA) highlights one of the major challenges with effectively managing Customer Experience is that most executives focus on meeting metrics instead of providing an Ideal Customer Experience.
At DirecOne, we have an acute focus on Customer Experience from our Chairman and CEO, throughout the organization to every employee. We have employed our Customer Experience strategy which considers both internal customers (our employees and clients) and external customers, via a variety of initiatives; all with the mutual objective of managing every customer’s experience. We consider our CX Strategy to be a journey and not a destination as it is constantly reviewed as we explore new ways to deliver improve CX.