Frost & Sullivan Excellence in Customer Experience Awards seek to recognize companies that have pushed the boundaries to delight their customers at every stage and in every interaction - rising above the competition and demonstrating outstanding performance in their industry.
In the past, companies were successful based on either a great product, or great service; however things have shifted dramatically over the past decade.
Increasing competition in the marketplace, empowerment of customers through new technologies such as social media, macro-economic climate change and others have meant a greater focus on the customer experience. This does not mean however that product or service is unimportant; but the holistic experience of the customer has become the central theme around which everything else is organized.
What the customer experiences about a particular company depends on their subjective emotions, thoughts, feelings on products and services provided. These are greatly affected by the touch points the customer has with the company: direct or indirect, planned or unplanned. This can range from broad and indirect areas such as television advertisements, web portal experiences; to personal and direct channels such as word of mouth, email, retail stores, call center, or self-service.
To stay competitive and survive, organizations need to reassess the way they are structured, function and build relationships with customers. Closing the "reality gap" between organizations and people is becoming the number one priority - more critical than ever before.
Frost & Sullivan Customer Experience Research aims to be an effective measurement tool for businesses to benchmark themselves against industry standards and peers.