If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. This will provide you good benchmarks for optimizations in order to increase sales.
Suppose there are gaps between what customers expect from an interaction and what they’re actually getting. The customer experience is key to business success. If you want to increase the output of your sales process and help your company grow, it’s essential that you meet or exceed your customers’ expectations.
Frost & Sullivan’s Customer Experience Diagnostic Model establishes a framework on customer experience management that links customer experience journey to organizational capabilities.
The Diagnostic Model examines all aspects of the organization, in 3 main categories :
- 1- CX Core Capabilities: examines 50 Critical Success Factors in 12 CX sub-core-capabilities.
- 2- CX Functions: examines 29 Critical Success Factors in 6 functions in the organization.
- 3- Organization Alignment: 12 Critical Success Factors examine the readiness of the organization to be CUSTOMER-CENTRIC through Leadership, Brand and Culture.
