A customer experience (CX) is defined by interactions between a customer and an organization throughout their business relationship. Interaction can include awareness, comparison, purchase, service, and advocacy.
Customers will always have an experience - Good, Bad, or Indifferent.
It is the most important aspect of the Digital Transformation.
If you focus on the pain areas of the customers then resolving those challenges will automatically deliver the experience customers are expecting.
There are 4 main buckets where customers have pain or challenges:
Financial Pain Points: Your prospects are spending too much money on their current provider/solution/products and want to reduce their spend
Productivity Pain Points: Your prospects are wasting too much time using their current provider/solution/products or want to use their time more efficiently
Process Pain Points: Your prospects want to improve internal processes, such as assigning leads to sales reps or nurturing lower-priority leads
Support Pain Points: Your prospects aren’t receiving the support they need at critical stages of the customer journey or sales process
There are 3 E's of customer experience:
Effectiveness: Customers get value from the experience
Ease: Customers get value without difficulty.
Emotion: Customers feel good about the experience.
Disruptive startups are choosing one activity to do for the customer much better instead of trying to substitute all the activities that are being done by the established company for themselves.
Here are the top attributes of the best customer experience:
Fast response times to issues, needs, or complaints
Consistency of same experience across all the channels
Knowledgeable staff ready to assist whenever the customer needs
Human interaction - a person to speak to when needed
Relevant, educational promotions than the only sale
Use our customer journey mapping framework to get customer sentiments or behavior across the entire journey.
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