Customer Experience

Customer experience (CX) is the result of interaction between an organisation and a customer over the duration of their relationship, from initial awareness through the purchase to ongoing advocacy. Multiple factors contribute to the customer experience, including brand positioning, pricing, value, service and social proof. By understanding the individual customer journey, brands can personalise the interaction for better engagement.

Change is hard

Change is hard

Changing how your company operates is hard, but can be done. You must create a whole-company focus to empower your people to be self-directed, to major on the cross-functional business processes necessary to create ongoing customer value, and to innovate to stay relevant as the market changes.

What is the value my business sells?

What is the value my business sells?

The results of your efforts to create value are measured in the customers’ perception of that value. But customer value is all about subjective perceptions, which can only be influenced, not controlled.

How do I know that my organisation is creating customer value?

How do I know that my organisation is creating customer value?

All organisational activity should be about generating value for our customers. But few people are able to define ‘value’ as something that’s actually meaningful in the context of an initiative or a customer.

Customer-centricity - three ways leaders can embed competitive advantage

Customer-centricity - three ways leaders can embed competitive advantage

A culture of customer-centricity has given many leading companies success. By listening to prospects and customers, meeting their needs, driving engagement and advocacy, determined culture change, which puts the customer at the heart of the business, results in efficiency, growth and profitability.

Who are your Customers?

Who are your Customers?

A truly customer-centric organisation knows their customer segments. Some organisations are service-oriented rather than sales-led, or have a variety of customers, but nevertheless each needs to understand its customers’ personas and clearly communicate the Why, and the value it gives each group.