Customer Experience Management is the practice of actively, consistently, and comprehensively managing the perceptions customers have of experiences relating to an organisation.
Consumers are more conscious than ever about the safety and trustworthiness of food and drink, which has led to an increase in the use of terms such as ‘natural’ on packaging.
Ipsos Update
There’s no doubt that CX is a big business and it’s getting bigger. Some estimates put the measurement and implementation of CX programmes at $11 billion globally by 2020.
Is your organisation currently going through transformation? The answer from the clear majority of HR leaders we spoke to was an emphatic ‘yes’. And the few who said they weren’t currently in a period of actual transformation did feel they were evolving or changing in some way.
Getting Sticky - Brand managers want emotionally attached customers!
All too often, clients tell us that they have “no problems” with customer loyalty simply because ongoing customer satisfaction surveys tell them their customers are “satisfied". However, we’ve learned from our experience that mere “satisfaction” cannot be equated with true loyalty.
The relationship status between people and their brands should, like human relationships on Facebook, sometimes be labelled “It’s complicated”. Why? Because we live in a systemic world where things exist and function in relation to one another, rather than as independent entities, not unlike the world of human relationships as viewed through the lens of social media.
Goods manufacturers want consumers to discuss the benefits of their products widely, and are glad to have “word of mouth” helping them in promoting goods and contributing to advertising efforts.
This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.