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Customer experience is everything. Get it right

Good customer experience leaves people feeling heard and appreciated; it minimizes friction, maximizes efficiency and maintains a human element.

Ingredients for great experiences

Give customers a great experience and they’ll buy more, be more loyal and share their experience with friends. Great. That’s what every company strives for. Yet, so many consumers seem disappointed. Call it an experience disconnect: companies tout the latest technology or snappy design, but haven’t focused on—or invested in—the most meaningful aspects of customer experience.

What truly makes for a good experience? Speed. Convenience. Consistency. Friendliness. And one big connector: human touch—that is, creating real connections by making technology feel more human and giving employees what they need to create better customer experiences.

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Of specific interest

Know the implications

  1. Your customers have demands. They aren’t what you think. Technologies and improvements that increase speed, convenience, friendliness and knowledge—core demands of consumers—are openings for companies to improve how people interact with, embrace and spend with their brand.
  2. Customers generate revenue. Employees drive the experience. Reduce friction for consumers and empower employees to drive customer satisfaction. This requires new ways of working, a focus on employee experience and a sophisticated view of the human-and-machine relationships.
  3. Technology can’t solve experience problems. It’s only an enabler. Realign your priorities. Great employee experience leads to stronger, smarter, more innovative ideas. These will drive future business and superb customer experience.

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Dilan  Radia

Dilan Radia

Partner, PwC South Africa

Tel: +27 (0) 11 797 4668