The customer experience – the interactions between the customer and the organization – can make or break a business, especially in this age of digital disruption. Customer loyalty isn’t what it used to be; a customer can jump ship at any moment, resulting in lost revenue for the business and increased costs for new customer acquisition.
Creating a positive customer experience is a critical factor in an organization’s success. It can give an organization the competitive edge it needs to not only survive, but to thrive; to retain long-standing customers as well as win new ones. But how does an organization go about creating and delivering a successful customer experience and journey? How can it be made an integral part of the organizational culture? How can it drive innovation and continuous improvement?
An upcoming issue of Cutter Business Technology Journal, with Guest Editor Jeanne Bliss, seeks insight on the strategies that can help organizations create a great customer experience to improve satisfaction, retention, and revenues.
Article ideas may include the above as well as the ones listed below:
- What are the components of a good customer experience strategy?
- What new business models can help improve the customer experience?
- What behaviors and competencies are necessary to transform the customer
- How can a positive customer experience be created?
- How can you build a leadership team focused on customer service?
- How must organizational processes, culture, and mind-sets be transformed to a create a successful customer journey?
- What use cases describe a successful customer experience strategy?
- What technologies are enabling better customer experience?
Abstract Submissions due March 1, 2018. Please send article ideas to Christine Generali and Jeanne Bliss, including an abstract and short article outline showing major discussion points. Accepted articles will be due March 31. Final article length is typically 2,500-3,500 words plus graphics. More editorial guidelines.