Strategic Initiatives: Customer Experience

Customer experience, also known as CX, refers to the holistic perception that customers have of their experience with your company or brand. CX is the result of every interaction a customer has with your organization, from navigating a website to talking to customer support and receiving a product or service they have purchased from you. Your every action affects your customers' attitude and their decision to choose you again; therefore, an impeccable customer experience is considered the key to your success. Today, customer experience is all about the usage of smart technologies, such as customer support or self-service solutions, that aim to make every aspect of the customer experience as smooth and simple as possible and to provide customers with a positive experience at every point of interaction with your brand.

CX is part of our portfolio of strategic initiatives and is a priority for the Customer Council. To improve the customer experience, we develop and define the necessary infrastructure and harmony of measurement indicators in all geographic regions of Borusan Cat and also determine the best service models, taking into account the multi-channel vision and indicators. We strive to take important steps towards achieving the ideal level of customer service by identifying the most effective areas for improvement to achieve our goals.

Today, customer expectations are higher than ever before. It found that a company's "very satisfied" customers could increase revenue by up to 2.6 times compared to "satisfied" customers and up to 14* times compared to "moderately satisfied" customers. In fact, acquiring a new customer costs brands seven times more than maintaining positive relationships with existing customers. Therefore, ensuring perfect customer experience management is crutial not only for brand loyalty but for sustainable profitability as well. That's why, as part of our strategic Customer Experience initiative, we work to find solutions that will deliver the highest added value to our customers and improve our ongoing processes.

*: https://uplandsoftware.com/kapost/resources/blog/customer-acquisition-versus-customer-retention/

theBClog

Author

TheBClog consists of rich content prepared by all Borusan Cat members on topics such as sustainability, productivity, future, technology, and the business world. The stories of success shared by the Borusan Cat members meet with the world at TheBClog in Turkish, English and Russian.