UNDERSTAND AND CONTROL EXPERIENCE
Identifying customer challenges, and opportunities for improvement. As well as key touchpoints and moments of truths in the customer journey.
METHODOLOGY FOR EXPERIENCE INNOVATION
A customer-centric organization provides the right environment, structures, and processes to promote creativity. Including establishing a well-defined design process each time an experience is created or changed.
EXPERIENCE GOVERNANCE
Having clear processes and structures in place to ensure those customer insights are turned into profitable actions for your business. Enabling your organization to deliver on its Customer Vision.
WHAT IS EXPERIENCE DESIGN AND INNOVATION?
So many organizations focus on operational metrics and internal KPIs and forget about the customer. This gives customer-centric companies a big opportunity to differentiate themselves and drive growth. The experiences that a company provides must be managed and leveraged effectively taking into account both the customer and the organization’s needs. This means having a clear picture of the experiences you create, innovating these experiences, and controlling them to ensure they remain competitive.
WHY IS EXPERIENCE DESIGN AND INNOVATION IMPORTANT?
-Drives customer loyalty
-Creates a sustainable competitive advantage, by combining both rational and emotional experiences and managing company touchpoints efficiently and effectively.
-Higher customer retention
-Increased brand equity
-Reduced customer churn
-Higher Customer lifetime value
-Helps organizations to gain in-depth insights into customers’ requirements across different channels.
Want to learn about the full model?
Head over to our training to get certified in Customer Experience Leadership, Customer Experience Analysis or as a Customer Experience Coach. Interested in the model? Scroll down to browse some of the other dimensions.
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