
INSIGHT
Customer Experience (CX)
Customer Experience (CX)
Customer Experience (CX) is concerned with orchestrating an end-to-end journey between a customer or business introducer and a company. CX involves a wide variety of channels, platforms and touch points - from pre-purchase (awareness, research, attraction, interaction) to purchase, and then on to post-purchase (use, cultivation and advocacy).
The secret behind a successful customer experience programme is the ability to relate it to business objectives, values and specific journeys.
There are a number of reasons why building an outstanding introducer / customer experience is critical to businesses:
- Creates a competitive advantage
- Improves customer satisfaction
- Builds lasting customer relationships
- Fosters repeat customers and customer loyalty
- Increases customer advocacy and referrals
- Increases cross-selling and upselling
- Reduces customer churn
- Increases revenue and sales
Strategic CX imperatives include:
- Identifying compelling customer / channel insights for service improvement (Voice of Customer)
- Enhancing the end-to-end experience
- Facilitating more meaningful interactions
- Capturing moments of delight / exciters / delighters (wow)
- Gaining deeper insights as to how the values of your business relate to the customer experience from their lens and how they are being lived
- Developing more effective customer acquisition / conversion
- Improving speed to market and responsiveness where it matters most
- Establishing a foundation for enhanced operational effectiveness and innovation centred around the Customer Experience
- Creating stronger, long-lasting customer relationships
- Establish how your customer experience compares with that of your competitors
- Defining ‘what’s next’ in terms of customers’ wants, needs and expectations
- Removing unnecessary obstacles, barriers and ‘friction’ from the Customer Experience
To gain invaluable insights and optimise your customer experience, call us on +44 (0)20 7464 4402 or email us at info@brandworkshop.com