HAS A BRAND EVER LEFT YOU WITH MEMORIES ?
Customer Experience (CX) is a well-established strategic priority, with many questions to consider if an organisation is to see the same level of growth achieved by CX champion brands.
- What is the overall CX ambition and what strategy is needed to achieve it?
- What type of relationship should be created and maintained with customers? What level of commitment is needed from them? Is the priority acquisition or churn reduction?
- Which emotional levers will encourage attachment to the organisation and which segments should be targeted?
- Which stages of the customer journey should be focused upon? Which interactions must be memorable to stimulate loyalty?