Why a great customer experience requires a great supply chain paid SAP
Two weeks before the start of basketball season, my son went online to buy a pair of customized sneakers. He selected his team color, put his number on the side, and added the important “C” for captain. He had everything he wanted and he was so excited. He clicked on “order”… “6 weeks for delivery” was the reply. He canceled the order.
This information can come from traditional sources such as market research and competitive analysis. But to really listen to the customer, you need to take into account what they are telling you both directly via customer service and indirectly via social media and sentiment analysis. As we design smarter products, we can even leverage data directly from the products about how they are being used and how they are performing.
If I can place an order in 10 minutes online, I expect the same level of response in delivery, be it two days, or two hours, but not six weeks!
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