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What is customer experience?

Customer experience is the sum of the interactions a customer has with your organisation from burgeoning awareness to ending your relationship. Some people write that experience is how the customer feels. I disagree. For me, the experience is what happens and customer perception is how the customer feels.

But we all agree that customer experience cannot be left to chance.

The benefits of an awesome customer experience

Good customer experience is central to a sustainable, robust business model and a poor experience will, sooner or later, guarantee failure. Of course, we are human; we don’t focus on the long-term all that well, not when there are short-term benefits to be had. So, we need to appreciate the more immediate benefits of great customer experience. In the simplest of terms, they come in the form of improved sales and reduced costs.

How to manage your customer experience

You need three things to get going on managing the experience of your customers:

  • A map of the customer journey
  • A good understanding of how your customers perceive their experience
  • Shared accountabilities

We tailor our services to meet your needs

What makes Delta Swan great

Our approach is always fresh, you can be sure Delta Swan will respond to your needs, not a playbook. And we are always learning, with a constant eye on the latest developments as well as learning lessons from every engagement. We understand that you will rely on us to deliver a new way of working with your customers that will genuinely boost your customer experience.

With a wide and varied career history, Michelle brings insight about people, the way they work, how they respond to change and what gets them up in the morning. Every one of our solutions is rounded with change management, communications and ways of making change stick.

Nor do we forget why you are in business. Whether you are refocusing your marketing or fixing a broken product, we will make sure you have a solid justification for change. Then we will plan and deliver an implementation activity to make sure you see a return on your investment.

If that is what you need. You might just need a coach to help you through some tricky decisions…

Value Proposition Icon

Easier sales and marketing; set strategic direction

Developing a value proposition will help you sell, market and set strategic direction

Streamline Processes

Great customer experience

Streamline processes and introduce appropriate technology to improve customer satisfaction and reduce costs.

Sustainable Change

Sustainable change

Robust project and change managment methods ensure your changes are permanent

How I have helped others

Reduced product returns by 60% - saving £600,000 per year

Promoted cross-functional collaboration to address customer satisfaction issues

Refocused suppliers on customer requirements - recovering project

Image by rawpixel from Pixabay


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