Customer Experience

DELIGHT YOUR

CUSTOMERS

A well-designed customer experience delivers a consistent product or service with added benefits over the competition. It is curated from start to finish to ensure customer expectations are met. A great customer experience is how brands win. They are reliable and maintain a consistent relationship with the customer in every interaction.

The ultimate is when customers love the brand, products, and services so much, they become enthusiasts. The customer amplifies the brand reach by telling others about it. The enthusiasm creates a feeling of missing out and influences purchases. Enthusiasts influence purchases

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CX PROCESS

The customer experience is a system of processes delivered seamlessly to customers. This can be more difficult to deliver as companies grow, a transparency between departments dwindles, and more outside vendors and partners are introduced to the process. Often, the customer can be forgotten when they are not in a lower purchase funnel. That is where most of the focus goes, but the relationship with customers goes beyond the transaction. Today there are many opportunities to stay top of mind with customers. Make sure they recall the brand in a way that aligns with its values.

The customer has to be considered in every communication, brand imagery, interaction, and transaction. Pressures to hit target goals, reduce costs, or other initiatives can undermine the customer experience. Departure from the expected brand experience takes a toll on the brand value. Depending upon the brand position in the market and other factors, it may be necessary. However, there are also simple adjustments, additions, and considerations that are being missed that would surprise and delight the customer, turning them into a brand enthusiast. A discerning review of the consistency of the brand promise will identify new ways to improve the customer experience and ensure a consistency that keeps customers coming back.

“… removing inconsistencies across a customer’s journey and maximising satisfaction could help boost revenue by up to 15 percent while, at the same time, lowering the cost of serving customers by as much as 20 percent.”

CUSTOMER DATA

Customer data is the key to crafting a great customer experience. A greater understanding of the customer provides a roadmap to delivering products and services they will prefer. It also guides product development to anticipate customer needs that have not yet been discovered.

A well thought-out data plan is collects information throughout the customer journey to provide insights that would otherwise be missed. It also helps management quickly identify areas that need improvement. Also, a review can uncover opportunities to gather data that has been missed.

CX TOOLS

Customer experience tools are important to ensuring everyone in the organization understands the brand promise. They provide information and communicate the standards for the customer experience. These tools give employees access to the information they need to be successful. They also assist in tracking customer actions and sentiments to help management find inconsistencies early on and resolve them before they become a problem. These tools include defining the customer experience, identifying all the touchpoints, setting brand and process standards, and creating data collection reports and forms.

DATA IMPROVES CX

Data is utilized to improve the customer experience (CX) in several ways. Some of the ways data can improve the customer experience:

- - Consistency
  - Personalization
  - Greater Value
  - Increase Customer Satisfaction
  - Reduce Errors and Cost of Sale
  - Innovate new products and features

BETTER CX BENEFITS

Brand Preference

Brand preference comes with the consistency to deliver what has been promised. It’s been studied, and consumers appreciate consistency when it comes to picking favorites. A brand’s ability to be consistent throughout the customer journey builds trust and loyalty, thus giving it preference over other brands. If another brand has a premium feature but is unable to deliver it consistently, most customers will prefer the more basic and consistent product in most categories.

Lower Costs

Lowering costs on errors, costs of sale, and new customer acquisition can add up to big savings on the bottom line. If customers are returning for more purchases rather than complaints, refunds, or repairs the whole organization has higher productivity. Problems are not only costly to the bottom line, but they also erode company culture and morale.

Winning Company Culture

A winning company culture is a fun place to work. When the team is getting 5-star reviews, people feel good about their work, and that pays dividends. When management steps up to ensure the resources and processes are in place for employees to deliver an excellent customer experience, the result is happy employees. Research has shown that job satisfaction and productivity are positively linked. A happy workplace is a more productive workplace.

We will ensure you identify all the opportunities to improve your customer experience to grow product preference and brand loyalty.

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