Are Nigerian QSRs delivering appreciable Customer Experience?
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. It is measured by the individual's experience during all points of contact against the individual's expectations. ‘The customer experience has emerged as the single most important aspect in achieving success for companies in all industries.’ Customer experience is created by the contribution of not only the customers’ values but also the company providing the experience. The importance of a great customer experience will be the catalyst for building a strong partnership moving forward. ‘Over 80% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations.’ According to Fast Company , the six disciplines for gr...