Delivering superior experiences to customers has many benefits for optimising returns on investments and it can be a significant value adding factor. For example, it can lead to achieving a competitive advantage from the branding level. In addition, through the experiences of customers, a powerful positioning can be established for being perceived as the best of class in service. This requires a strong understanding of how the customers want to experience their journeys of interactions with the organisation as well as acting effectively upon this understanding. Understanding the way that customers develop their perception about a brand leads to ways of managing their perceptions and delivering superior experiences. But how is it possible to structure the way that customers develop their perception about your brand?
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