Blog #3 of Customer Experience Series
By Howie Fenton for RSA – You will be shocked when you hear the estimated costs to companies that have suffering from a bad customer experience. While the numbers are based on big companies selling consumer products, in-plants should be asking what the potential cost of a bad customer experience is for a typical in-plant. In this third article in our series about customer experience, we will estimate the cost to in-plants.
Before talking about the different costs associated with the customer experience for in-plants, we should define how much of the customer experience as used in the commercial world is relevant to the in-plant world. The graphic below from rebrandly.com offers one view of the different aspects of the customer experience.