Customer Experience

Importance of Customer Experience (CX)

5 Important Questions

Are we delivering on the promises made through our value proposition, market messaging and position in the market?

How do we delight customers and exceed their expectations?

How do we add value to the lives of our customers?

Why will they choose us instead of competitors?

What will make our customers recommend us?

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.

Shep Hyken

Forbes magazine

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

The distinction between what competing organisations offer is marginal.

Many CX fundamentals are now seen as the norm.

Customer needs and expectations are changing exponentially.

CX initiatives are not meeting the needs of customers.

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

What you will gain

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