How it can enable you to be the most trusted and most loved brand in your industry segment
How it helps you know your customers inside out: understanding them as customers, individuals and as members of attitudinal and behavioural “tribes”.
How it can help you make the experience truly personal; tailored to each individual based on deeper, richer, more actionable insight.
How it can turn your employees into some of your biggest brand fans; working hard to deliver the experience your brand promises.
Today’s customers are constantly evolving, as are their needs and expectations. Your CX strategy must evolve too if you want to stand out from the crowd.
Customers 2.0: Customers are both the same, but different.
A new generation of customers has emerged and when it comes to many customer experiences they are not impressed.
They are over surveyed and often under serviced. They want value from your brand or they walk, sharing their experiences with the world as they slam the door.
How have customers changed?
Customers are now more and more vocal in terms of their refined expectations of what constitutes a good experience,
As more and more CX programs fail to capture the differing emotions, attitudes and behaviour of customers, focusing only on numerical metrics, they are missing out on vital understanding and insight.
The insight that provides vital opportunities to connect.
How can my business retain customers?
Being able to identify unmet needs and effect meaningful change in real time can make all the difference for your brand in retaining customers. We help you understand what makes them tick and know how to act and react in the best way to make them happy.
Because a happy and engaged customer is far more valuable to you than one who is merely “satisfied”.
CX of the future: Life Time Value
We believe CX of the future must focus on data, behaviours and experiences of specific groups of customers not just the “customer average”.
It must focus on changing behaviours as well as perceptions of the brand.
It must be part of the overarching sales and marketing strategy as well as the operation and care strategy.
It must expand beyond satisfaction to generating revenue through loyalty and advocacy.
In the future, CX success will be measured by Life Time Value (LTV) and Annual Revenue Per Customer (ARPU) as well as by NPS.
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