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Customer Experience

Brands stand or fall based on the customer experiences they create. We explore the best practices in customer experience here.

Customer Experience

Building Connected Customer Relationships

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Building Connected Customer Relationships

The following will systematically assist you in building connected customer relationships. There are three parts.

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Customer Experience

4 Strategies For A Connected Customer Journey

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4 Strategies For A Connected Customer Journey

When we ask managers to list the drivers of willingness-to-pay of their customers, their main focus is usually on tangible and intangible aspects of their products or services, such as quality attributes and brand. Obviously, these are important factors, but the willingness-to-pay of a customer can be influenced by a much broader set of drivers.

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Customer Experience

Holistically Measuring Brand Experiences

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Holistically Measuring Brand Experiences

It’s advisable to adopt a holistic approach when measuring brand experiences. This entails obtaining employee, brand and financial metrics before, during and after your brand experiences have been built.

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Customer Experience

4 Strategies For Satisfying Customer Needs

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4 Strategies For Satisfying Customer Needs

When we ask managers to list the drivers of willingness-to-pay of their customers, their main focus is usually on tangible and intangible aspects of their products or services, such as quality attributes and brand. Obviously, these are important factors, but the willingness-to-pay of a customer can be influenced by a much broader set of drivers.

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Customer Experience

Scripting The Brand Experience

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Scripting The Brand Experience

The inspiration for what I call the ‘brand experience script’ takes the structure of a screenplay. In this I have been inspired by Syd Field, author of The Screenwriter’s Workbook and an authority in Hollywood and beyond. The structure he outlines in his book is present in almost every movie produced all over the world.

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