Delivering The Customer Experience Promise

Aug 16, 2018 | Blog

Subscribe

Stay up to date with the latest CX expert tips and news.

As everyone begins to look quite similar regarding the product, price, channel, and service quality, the critical question becomes: “How do we differentiate our brand to become and stay the preferred choice of our target customers?”

If we consistently deliver experiences that create distinctive emotions in our customers, then we can get a differentiated positioning in their hearts and minds. Making us substantially immune to competitor attacks. Delivering such experiences is not an easy job. So, let’s address some key challenges we all face:

  • Know what our customers want or what will make a difference for them. Most often, companies have different information sources to track customer needs and expectations. Gathered insight typically shows improvement needs in many areas.  Given the limitations in resources, where should we focus to get the most impact on the financial bottom line?
  • Associate customer experience with our brand promise to make a sustainable differentiation in the market. Everyone is increasingly looking quite similar concerning products, prices, channels and service quality; because competition can copy these features reasonably easily. Customer experience emerges as the differentiation point to establish lifelong relationships with our customers that competitors cannot take away from us. Then how can we make the customer experience the central differentiating pillar of our brand promise?
  • Engage our executives and employees to adopt a customer-centric way of working. We can invest in CRM systems, create customer experience divisions, re-engineer processes, etc. As experience has shown in almost all cases, human factor remains as the most critical determinant of success in customer-centric transformation.  Then, how can we create awareness and a desire for change in our people and equip them with skills to deliver in a customer-centric operating model?
  • Build a simple yet effective governance structure for customer experience to deliver results starting from day 1. In most customer experience initiatives, companies are trying to implement lengthy roadmaps with many actions that depend on cooperation from many functions to work together. Unsurprisingly, it takes a very long time, and the question remains in the end whether we have achieved what we wanted in the beginning as the definition of success becomes blurry over time. Then, how can we set up a customer experience governance structure to ensure cooperation among all parties and deliver results from day 1?
  • Ensure continuity of customer experience improvements? After initial successes in customer experience, the enterprise agenda typically changes to other areas, and the initial focus starts to fade away.  A real impact from the established relationships with customers delivers benefits over the lifetime. Then, how can we motivate our organization to stay on course and continue to focus on customer centricity?

Related Resources

Benefits of AI-Enhanced CX Management Systems

by | Apr 12, 2023 | Blog | 0 Comments

Cross-functional projects, listening to customers, understanding consumer insights, closing the loop are the top phrases used over and over again ad nauseam. However,...

Predictive Customer Analytics

Best Real-World Examples for Predictive Customer Analytics

by | Nov 17, 2022 | Blog | 0 Comments

From the birth of civilization until 1900, beneficial knowledge doubled every hundred years approximately. Following World War II, these intellectually fertile periods...

Close the loop

Don’t Ghost Your Customers! Close the Loop

by | Oct 11, 2022 | Blog | 0 Comments

Do you try to win your customers back with a free item or discount when they are unhappy with the service agent’s attitude? Do you consider to bolster staff training?...

Three Unique Ways to Boost Customer Retention

Three Unique Ways to Boost Customer Retention

by | Aug 27, 2022 | Blog | 0 Comments

What does Customer Retention Mean with Today's CX Expectations? Let's say you’ve decided to watch one of your favorite Netflix series on a quiet weekend evening at...

Customer Obsession

Customer Obsession: Vital Component of Growth

by | Aug 3, 2022 | Blog | 0 Comments

What is Customer Obsession? Before pointing out the connection between customer obsession and sustainable business growth, let’s agree on the terminology. In lots of...

sentiment and emotion analysis

Going Beyond Sentiments: Emotion Analysis

by | Jun 28, 2022 | Blog | 0 Comments

Emotions do matter: Sentiment and Emotion Analysis You have done everything you can to please your customers. In every aspect, your team of professionals provided the...

CSAT vs NPS vs CES Customer Experience Metric Selection

Customer Experience Metric Selection

by | May 30, 2022 | Blog | 0 Comments

CSAT vs NPS vs CES: The Complete Comparison The first step before deep diving into customer experience metric selection is to understand the main areas to address when...

Four Areas to Address When Measuring Customer Experience

Four Areas to Address When Measuring Customer Experience

by | May 24, 2022 | Blog | 0 Comments

Measuring Customer Experience Measuring customer experience gives companies the opportunity to determine whether their customers have a problem and understand how to...

CX Signals and Slack Pair for a Perfect Fusion in Organizational Culture

CX Signals and Slack Pair for a Perfect Fusion in Organizational Culture

by | Apr 25, 2022 | Blog | 0 Comments

Slack has come a long way since its inception back in 2009.  Currently, users send over 1.5 billion messages per month. According to Slack statistics from 2021, 88,000...

Request a Demo

Seeing is believing

Learn how to apply AI to analyze all the various CX ”signals” generated by your customers via surveys, text, complaints, social media, and other interactions. Discover how to quickly identify and flag the most important problems and opportunities, and then better prioritize your investments.