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In company customer experience programs, there are still lots of things that can and do go wrong. Creating greater customer loyalty is one of the best financial outcomes of great customer experience programs. Over time, dental laboratories that create progressively better customer experiences begin to create a competitive advantage over their competitors and, most importantly, create dentist customers who become loyal and vocal brand advocates.

Dental laboratories' customer experience initiatives seek to rapidly understand and mitigate negative interactions with products or services and turn the negatives into positives to create an improved customer experience. The good news is that customer experience initiatives can translate equally well across industries into the dental laboratory.ĭental laboratories can learn from the mobile phone industry, among others, that while great products are vital to business success, so are great billing systems, helpful customer service, and product innovation driven by feedback gathered from the customers themselves. But that industry fixed these shortcomings, boosting the customer experience. For example, not long ago mobile phone customers were having highly satisfying interactions with their phones but less than satisfactory experiences with the service, including extra fees and confusing billing. Such feedback can show both the strengths and weaknesses in the company's customer service approach. Broadly, 'customer experience' is the totality of interactions that a customer has with a business's products, services, and supporting functions-good, bad, or indifferent. The focus on customer experience has exploded over the past several years, according to Google searches and business literature. Sign up today!īuilding a Dental Laboratory Customer Experience ProgramĪvoid these five major perils for success

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