Businesses that aim to survive in the digital age need to make customer experience their underlying operating system – to create new value for both, customers and their business. On this journey, customer trust becomes the most crucial success factor. This makes CX the new formula for brand success.
How to achieve this goal? You can read a practical guide to success in my most recent article.
Please find a free copy of the English version here. There is also a CX glossary included in this version.
The German version is available here.
Source: Felix Stöckle, Markenartikel, Heft Nr. 12/2017, markenartikel-magazin.de
Lots of businesses are so focused on their internal structures and processes, they tend to forget what their customers really want. They just don’t listen and operate inside-out, instead of outside-in.
In many cases the same is true for their employees.
Taking a deep view at your customers’ and employees’ experiences and trying to understand their journeys with the business can however do wonders in understanding the key moments of truth, the existing pain points and those needs of customers and employees currently not met.
In a next step, gaps can then be identified and strategies & tactics be developed, that can help close those gaps.
Moreover, in most industries, looking at customer’s and employee’s experiences is just two sides of the same coin, where an improvement in the employee journey often leads to more satisfied customers, buying more of your products and services more often – increasing loyalty, improving profits and eventually turning your brand into a ‘love brand’.
As a result you will be able to establish an ’emotional monopoly’ with your customers that drives sustainable and profitable growth – creating a dividend on customer experience and employee experience investments with an outstanding ROI.
The same is true the other way around, where happier customers have a positive impact on staff motivation, engagement and performance.
If you want to learn more about how to optimize your customer and/or employee experience and give (back) a clear focus and real meaning to your business, just get in touch here!
Mapping your customers’ journeys and identifying their touchpoints, painpoints and moments of truth is a great start to optimize your customer experience. But only if you fully understand and start to manage the underlying business ecosystem of people, processes, systems and technologies, you will be able to deliver a substantially better experience to your customers … read more