User Research enables gathering a deep understanding about your customers and your company.
Customer-centerd Design helps defining customer journey maps, CX statements and goals.
Iterative user feedback ensure the success of your CX management.
Customer Experience (CX) addresses all your customer's experiences, e.g., while interacting with your company, your process and offers with regards to the perceived quality. A good Customer Relationship is nowadays a must-have and an essential part of good CX Management. Therefore, it is important to properly consider, plan and execute the CX Journey of your customers.Why is CX a success factor?
Not one customer is like another, as everyone has different needs, wishes, expectations and experiences. Only if you know your customers, you can develop and provide individual and promising products and offers. This can result in a positive attachment to your company. Loyal customers are more worth than own capital, as they are the guarantor for existence of your company. These customers buy more products throughout the Customer Life Cycles, are more affine for cross and up-selling offers (i.e., they are more price tolerant), and actively recommend your product.What is CX Management?
CX Management is a holistic approach, in order to perfect the dialog with your customers and place them in the center of your interest. This is nowadays more important than ever, as customers are very well informed (e.g., through the mobile phones) about the prices of your competitor or similar products. Thanks to social media and rating websites your customers know all your faux-pas and success stories, which strongly influences their buying behaviour.
Similarly, the classical customer touch points from earlier years (e.g., classic advertising with ads, TV and radio spots, or posters, as well as the telephone, personal and written communication) have dramatically changed. Nowadays, the touchpoints are more diverse and everywhere your customer spends time, i.e., in a steady exchange between the real and digital world. Important to know is that every single interaction with your product and company affects the experiences of your customers (i.e., consciously or unconsciously, actively driven or not).
Please send me an email and we make an appointment for a free consultation. I would love to come to your company and make a training with your employees and support you during the implementation and integration in your company.send email