Customer Experience

If the customer experience for your company hasn’t changed in the past year, you are unusual. In industry after industry, from consumer goods to B2B technology, the distancing, fear, and economic turbulence caused by the coronavirus are affecting the sales process, customer selection criteria, the way products and services are consumed, and even what customer service means. Designing experiences for the coronavirus world is a fundamentally different proposition than what people responsible for CX were doing just 13 months ago.

The mantra for brands is “be experiential.” Brands are focused on creating enveloping, engaging, embracing, and all-encompassing total brand experiences for customers.

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

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.

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.