Customer Experience Management Rebooted: Are you an by Steven Walden

By Steven Walden

Walden indicates why such a lot buyer adventure administration fails to enhance the customer’s genuine adventure and the way to pay attention to the subjective emotional perceptions that force the customer’s genuine “experience” instead of the quantitative carrier potency metrics accumulated through so much CX tools.

Customer adventure administration isn't approximately coping with each aim “experience” your shoppers have with you. It’s approximately realizing, measuring and developing “experiences” that buyers “value”.

So whereas provider and potency are remarkable issues, they characterize "business as usual"; the price ticket to the sport, the platform from which “experiences” are created now not the event itself!

The message of this publication is that companies are in danger! Their uber specialise in potency is prime them to overlook the opportunity to attach extra heavily with their client base and bring at the artistic power in their model. They forget about the truth that know-how is an enabler of the “experience” it's not “the experience”. shoppers will not be info – they're humans: residing, respiring, contradictory, infuriating bundles of cognitive and emotionally-driven responses to stimuli.

“Experience” bargains with how buyers imagine, believe and behave – the issues that inspire them to behave which transcend usually forgettable potency. this suggests differentiating through delivering new and higher reports in response to a deeper realizing of what motivates shoppers to shop for. to do this we needs to depart the target, quantitative, global of caliber administration and input the subjective, qualitative, international of customer’s psychology.

Walden reboots our figuring out of purchaser event, displaying us what it capacity, the way to degree it, what we have to do to regulate it and the way we will be able to achieve financially from it.

Understand, degree, create and do – yet to begin with, understand.

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Extra resources for Customer Experience Management Rebooted: Are you an Experience brand or an Efficiency brand?

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Machine: Hmmm…functional price and value are the main criteria of the experience and root-cause drivers. End of conversation. So what can we conclude? Well through our operational root-cause and binary focus we have managed to miss what also drives the consumer! 1 (and please note this is not a critique just an identification of differences). And anyway, a piece of text is not the same as a person, however fancy your algorithm. So, this kind of thing is not wrong it’s just limiting! Of course there is a practical benefit, as there always is.

So, the Apple brand is linked to innovation, Metro Bank to trust. In each case, the way the experience is designed reflects these qualities. And these qualities all imply a focus on soft metrics to support your Experience brand concept. For instance, go into any Metro Bank and the design has a more personalised, warm and trusting feel. Pens are not on chains; school trips are provided to visit the vaults. Be clear though, branding the experience is not a trite question. Just saying, ‘We want to be the most trusted brand’ is useless if this is not reflected in how you ‘motivate’ consumers around the trust theme: and this equally applies to your employees as well.

However, before we get into that, to do customer experience commercially we must appreciate a core principle. © The Author(s) 2017 S. 1057/978-1-349-94905-2_3 33 34 Customer Experience Management Rebooted The Core Principle The economics of customer experience are about how we can add value to the customer’s account with us, not how we can add value to our business account with the customer! 1). So, although direct mail may well lead to higher sales volumes, if it doesn’t improve the experience the customer has, it just becomes a better way of sending junk mail.

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