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Somebody Needs To Step Up
We asked Arjun Mitra, executive vice president at Firstsource -- an outsourced customer-service provider -- for his take on customer experience management. Mitra expressed how critical it is for businesses to be on the front line of understanding customer experience in order to stay relevant in today's competitive marketplace. That means somebody needs to step up.
"Differentiated customer experience builds confidence in the brand and strengthens the emotional connects with customers. Hence, customer experience management will only grow in importance and evolve as a significant competitive advantage that is well worth the expense and the effort," Mitra said.
"Companies that make the necessary investment in customer experience management will gain the strategic blueprint they need to help boost their bottom line." If companies implement a voice-of-the-customer approach in the right manner, Mitra explains, it can make a huge difference in terms of retaining the most profitable customers and attracting new customers -- ultimately impacting top-line sales, as well as profitability.