It’s all about Customer Service (CS) and Customer Experience (CX) at the moment, and at Esker, we are firm believers in this. We have just announced that we have created a brand new position and have a new Customer Experience Owner for Europe. So, what does that mean and why do we feel it is a pivotal role at Esker?
A few years ago, Esker decided to focus its efforts on improving the customer experience, and a new department emerged in the US, led by Joe Hanousek. Esker feels the time is now right to scale up this initiative throughout our offices in Europe.
Customer experience is more than a buzzword; it will play a pivotal role in the future of marketing. When we looked at past surveys with our customers about how they wanted to feel after interacting with us, the words valued, understood and engaged kept coming up, so we decided to make these words the core of our CX principles and we now share the VUE:
By investing so much time and effort into CX, by the year 2020, customer experience will overtake price and quality as the key brand differentiator.