What is Customer experience?
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Gartner defines customer experience as the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.
Principles of customer experience
Experiences must be deliberately designed, great experiences don't often happen by accident and are unlikely to be consistent. A consistent experience is key across these three primary areas.
Meet Needs
Experiences must meet the needs of your customers, understanding needs should happen through a range of approaches including VOC programmes, customer advisory groups etc.
Reduce effort
Experiences must be designed to reduce effort and become friction-less where appropriate
Enjoyable
Experiences must help build advocacy through rich and engaging interactions
Meet Needs
Experiences must meet the needs of your customers, understanding needs should happen through a range of approaches including VOC programmes, customer advisory groups etc.
Reduce effort
Experiences must be designed to reduce effort and become friction-less where appropriate
Enjoyable
Experiences must help build advocacy through rich and engaging interactions
Why is experience management important?
Research shows a strong correlation between financial success and companies who offer great customer experiences.
Key Topics
- Who are we? What is your why?
- Vision/Mission
- Customer-Centric Culture
- Employee Experience
- Voice of the Customer/Employee
- Leadership approaches
- Customer Service
- Customer needs through Insight, and Understanding
- Organizational Adoption and Accountability
- Customer Experience Strategy
- X data vs O data
- Human centred design
- Metrics, Measurement, and ROI
- Blockchain and Artificial intelligence
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