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CX SURVIVAL OF THE FITTESTHOW DIGITAL CAN WIN BACK THE COMPETITIVE ADVANTAGE.
@precedentcomms | #precsem
TO THRIVE WE NEED SELF ESTEEM AND SOCIAL ACCEPTANCE
TO SURVIVE WE NEED WEALTH, SECURITY AND PHYSICAL WELLBEING
MEETS NEEDS“I accomplished my goal”
EASY“I didn’t have to try hard”
ENJOYABLE“I feel good about that”
As a new parent, I want to save money, so that I can have enough put aside for when my son goes to university.
Word of mouth is the most disruptive force in marketing, and the primary factor behind 20 to 50 percent of all purchasing decisions.
People will forget what you said, people will forget what you did, but people will never forget how you made them feel.Maya Angelou
✱ They can’t buy easily.
✱ They can’t find their way around.
✱ They feel out of their depth.
✱ They think the quality is poor.
✱ They don’t feel valued or listened to.
So they don’t refer you.
So they write bad reviews.
So they don’t share photos.
So they don’t respond to new offers.
So they never come back.
To adapt and provide truly great customer experiences, you must look internally as well as externally.
To be in control of the Customer Experience, you need to be in control of both the organisational and experiential levels.
CULTURE1. Put CX at the top of your agenda 2. Map the customer experience 3. Understand the role digital plays 4. Tiny Noticeable Things 5. Don’t be stubborn!
ANALYSIS1. Be SMART 2. Benchmark the competition 3. Listen to your customers 4. Harness social media 5. CX metrics to appraise staff
RATIONAL1. Design with the user in mind 2. Prototype, test, refine, repeat 3. Be consistent 4. Innovate
EMOTIONAL1. Identify your personality 2. Personalise the experience 3. Delight 4. Encourage advocacy
LISTEN TO YOUR CUSTOMERS1
VISUALISE THE CUSTOMER EXPERIENCE2
MEASURE AND ANALYSE THE CUSTOMER EXPERIENCE
3
SET GOALS4
5 BUILD A TEAM
EVANGELISE6
IDENTIFY THE PROBLEM AREAS7
FIX ONE PROBLEM AT A TIME8
CONTINUAL IMPROVEMENT9
10DON’T STOP LISTENING TO YOUR CUSTOMERS
OUR REPORTS
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