Making Customer Experience A Reality

3 Salient points from a meeting with Arnie Capitanelli, Executive Vice President of Ashley Furniture Homestore, and Author of book “Retail Street Fight”:

  • Be Strategic about the Customer Experience (What is the difference in experience you are going to make when compared to others?)
  • Be Statistically knowledgeable about Customer Experience (Metrics driven system to measure your Customer Experience)
  • Be Experimentally Equipped to Exceed your Customer Expectations Every Time (Feedbacks, Review Mechanisms, Continuous Improvements etc.,)

As a CRM vendor / implementation specialist, where do the products in the market can fit in meeting the above needs? And, what is something that we can do in making the existing products better? How can we incorporate these to handle our own customer’s experiences?

Venkatesan Sundaram

Senior Director, CRMIT

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s