Customer Experience Tools

Bet Big on Just a Few Customer Experience Tools

It's best to invest in a handful of tools rather than to dabble in a broad range.

스냅차트

Bet Big on Just a Few Customer Experience Tools
en

When selecting from the broad range of customer experience tools available, one strategy is critical: Go all in. Bain & Company’s new global survey of executives at more than 700 companies provides clear evidence that the best outcomes result from major efforts and investment in a handful of tools, not from dabbling in a broad range of tools. For each of the 20 tools we assessed, we asked how a company implemented it; major adoption efforts yield, on average, much higher satisfaction rates than limited efforts—and this applies to every tool. Companies that reap the greatest benefits embed the tool in their operations and ways of working, rather than bolting it on as a separate project or through a separate team.

Gerard du Toit, Andreas Dullweber and Richard Hatherall are partners with Bain & Company’s Customer Strategy & Marketing practice. They are based, respectively, in Boston, Munich and Hong Kong.

Related Brief

Customer Experience Tools and Trends 2018

When it comes to using tools that improve the experience, it pays to go all in with a few rather than dabble with many.

태그

베인에 궁금하신 점이 있으신가요?

베인은 글로벌 리더들이 중요한 이슈를 해결하고 기회를 놓치지 않도록 지원합니다. 고객사와 협력하여 지속되는 변화와 성과를 창출합니다.