Customer-focused executives find themselves in the same quandary. When companies face the challenges of shifting the organization toward customer centricity, they have one big decision to make: Transform their customer experience using a series of partners and solutions or using just one partner with an end-to-end solution.
The below infographic is from Marriott's blog, and the original infographic can be found here.
Or, choose a single partner with a fully integrated customer experience solution.
While the build-your-own customer experience operation can deliver amazing results, there are all-inclusive solutions that may better suit your needs and save you time and money.
Just like fun getaways, customer-centric transformations require evaluation, planning, and a healthy budget. As Marriott’s infographic explains, all-in-one partners can deliver full-meal deals, bottomless beverages, and the biggest tools of the trade with the flexibility to scale to customers’ needs. And, just when you think your customers deserve more, gluttony is on the house.
What the infographic doesn’t mention is that there are three other major advantages of the integrated customer experience solution:
- Working with one partner creates a seamless operational execution, so there’s fewer handoffs and your strategy is more accurately executed
- One partner means one integrated technology platform is used to manage data, knowledge, and needs, making teams more collaborative, more coordinated, and more efficient
- Questions or concerns can be answered with one phone call
At the end of the day, both customer-focused executives and Marriott customers who choose the all-inclusive partner, don’t feel nickel and dimed to death. Instead, they feel financially satisfied that their big journey made them (as well as their families and customers) happy. So, if you want your customer-centric transformation to require fewer hard hats and safety goggles and more board shorts and pina coladas, don’t forget to explore the option of an all-inclusive customer experience management partner.