5 Important Questions
What drives happy customers?
To be successful in your CX strategy, you have to understand the drivers of CX. Not what YOU think, but the drivers that add value to the lives of your CUSTOMERS
Today, 89% of companies compete primarily on the basis of customer experience – up from just 36% in 2010. But while 80% of companies believe they deliver “super experiences,” only 8% of customers agree.
“While measuring customer satisfaction can tell you how well you perform on a set of metrics, it might not lead to improved business performance and financial gains. To achieve these objectives, you need to design a CX Value Proposition that is based on the needs of customers, the aspects that adds value to their lives and outperform your competitors.”
CX creates value for customers
To increase customer value you must either increase the benefits they receive or reduce the cost to the customer
The necessity for a New Way of thinking
Our CX value proposition optimisation framework
Finding the perfect fit – One size does not fit all
Our process using conjoint analysis replicates a real-world Value Proposition trade-off scenario and identifies the perfect Market-Value proposition fit for different customer segments.
Identify the needs and wants of different customer segments
Refine your value proposition for each segment
Empowers you to design a CX value proposition which
Meets the needs of customers you target and adds value to their lives
Creates a distinctive competitive advantage
Retain existing customers
Attract potential prospects
Improves customer experience over time
Drives market share and profitability