27TH SEPTEMBER 2016

Outline1.Definition of customer2.How important is the customer?3.Importance of Customer Satisfaction4.What is Customer Experience?5.Characteristics of Excellent Customer

Experience6.How excellent customer experience helps

facilitate receivables collection period?

Definition OF customer

Without customers the organization would not exist.

The purpose of the organization is to fulfill the needs of the customers.

The customer makes it possible to achieve business aims.

It’s a leading indicator of consumer repurchase

intentions and loyalty

It’s a point of differentiation

It reduces customer churn

It increases customer lifetime value

It reduces negative word of mouth

It’s cheaper to retain customers than acquire new ones

Customer Experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service.

Creating competitive advantage by putting customers first and managing their journeys.

How GOOD CUSTOMER EXPERIENCE HELPS FACILITATE RECEIVABLE COLLECTION PERIOD

Customer response time: It's no secret that the quicker you respond to

customers' questions, the happier they'll be and the faster you'll get paid.

Invoice accuracy: A fast response time is important, but the best customer

service is when the customer doesn't have to ask a question in the first

place.

Customer satisfaction: How satisfied are your customers after your product or service has been paid for? Don't just assume that because they've paid, they are happy.