When you think of CX you think of the experience a person is having when buying a car, clothes or a new home. However, what if this person is buying a toy? Moreover what if this person is 5 and not 50? Today’s blog will shed a light on an area of Customer Experience …
CX for B2B is very similar as for B2C relationships. In B2B, although you might be selling to another company rather than an individual consumer, you need to apply the same emotional drivers and fundamentals for both. All the key CX principles apply; customer loyalty, retention and advocacy. What Is Business-to-Business (B2B)? Business-to-business (B2B) …
The CX Academy Framework helps organisations deliver CX Excellence. If you are trying to figure our how your company can improve the CX strategy, the template below can easily identify where there is room for improvement. Below you will see key behaviours associated with each of the Six Emotional Drivers. For each behaviour think about …
Investing in Customer Experience should seem like an obvious action to take, yet so many companies still don’t get it! The key challenges for the organisations are; wrong use of digital technologies, lack of human touch, inattentiveness to employee needs and a customers’ lower tolerance for failure. By investing in CX you will invest …
Why You Should Invest in Customer Experience? – 5 Benefits Read More »
Delivering Customer Experience Excellence offers companies many benefits which in turn create greater shareholder value. By consistently focusing on ‘The CX Framework’, companies will create an emotional connection with customers, creating behaviours and relationships that deliver growth. But what economic impact will ‘The CX Framework’ have on your company? The following diagram illustrates the economics …
