Most Companies Are Delivering
Ineffective Customer Experience.
You Don't Have to Do So. |
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| Conventional Approaches Are Against Human Nature. Most companies take a discontinuous path to track satisfaction and adopting a process-driven perspective in designing satisfaction research. |
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| Most Companies Are Too Efficient To Be Effective. Most companies usually attempt to improve overall satisfaction in all aspects of an experience. More resources are being expended to deliver a homogeneous experience. |
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| We Need More Contrast. Most companies attempt to improve all aspects of the overall experience leading to the elimination of contrast between the high points and low points within an experience. |
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| Customer-Centric Could Be Wrong. Most companies follow the voice of the customer trying to satisfy customers, yet the companies rarely have a focus. As a result, homogeneous and non-branded experiences are delivered. |
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| An effective experience has to be remembered. People remember only two things during an experience: how they feel at the peak and at the end. An experience is not effective unless it is remembered. |
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| An effective experience has to be contrasted. People are comparison animals. Whether we feel good or bad are largely the result of comparison. An experience is not effective unless it is contrasted. |
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| An effective experience has to be branded. Only when you are branded can you differentiate, only when you are differentiated can you have loyal customers. An experience is not effective unless it is branded. |
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| Enhances Genuine Customer Satisfaction. X-VOC is a new approach to measuring customer satisfaction and experience -- it maps customer emotions about each sub-process of an experience in a natural time sequence and highlights the sub-processes that affect customer perceptions and sensations. |
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| Creates Results-driven Experiences. X-MOT helps companies to discover the sub-processes that are essential to and remembered by customers by deriving the"moments of truth"-- Effective Memory -- in an experience. |
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| Optimizes Resource Allocation. Intra-Experience Anchoring helps companies to contrast the pleasure and pain of an experience and to free up resources and release constraints by maximizing the PPG (Pleasure-Pain Gap). |
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| Differentiates from Competition. Branded Experience takes a paradigm shift -- by building the brand values into the experience and concentrating the limited resources on attributes that are important both to the customers and to the brand. |
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Customer Experience Assessment Project is designed to evaluate the current experience level of customers and baseline performance of touch-points, for the creation and delivery of an effective experience to your target customers. The guiding principles and the tools are based on the U.S. patent-pending Branded Customer Experience Management Method™ and the Customer Experience X-VOC Research Method™. The assessment project is composed of a Pre-Qualification Workshop for the customer experience project team; the customer experience X-VOC Survey of touch-points; and the X-MOT Analysis; followed by recommendations for designing your target branded experience.
For details, please contact Miss Alice Tse alice@g-cem.org. |
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