5 Essential Tips to maximise Value Delivery from Customer Experience

Which investments on business improvement initiatives can lead to maximising their returns? While the answer to this question is not clear, it can be found at what lies at the core of every business: The Customers and their experiences. This is because these experiences eventually become the determining factor in the retention of existing customers and attracting new ones. And while the design and development of such experiences can be very challenging, they can also be extremely beneficial. So how is it possible to maximise investments through understanding the Customer Experience? Here are 5 essential tips to guide you through the process:

 

 

  1. The Customer Decision-Making process: The key challenge for developing an objective judgement on investment efforts is understanding the decision-making forces that drive your customers to do business with you. Consequently, it is crucial to develop mechanisms for grasping the perspectives that customers develop through their experiences when they are serviced.

 

  1. Let your customers experience, not consume: One of the most important decision-making criteria that customers have for doing business with a brand are the intangible values that they experience with this brand. These values are complementary to the actual benefit offered by the products and services, and they create an experience that is supplementary to the consumption of an offering.

 

  1. Customer Experience – a source of competitive advantage: The intangible brand values can be the foundations of a strategic differentiation factor of a brand, to gain competitive advantage. Achieving a competitive advantage from the branding level can establish powerful positioning for being perceived as the best of class in service. This requires a strong understanding of how customers want to experience their interaction journeys with the organisation, and then acting effectively upon this understanding.

 

  1. Adopting an outside-in perspective of your business: Understanding customer perception allows for the adoption of an outside-in perspective. Such a perspective can be a compass to success by achieving important strategic objectives like customer loyalty and employee satisfaction. This outside-in perspective enables an objective, value-driven judgement of performance.

 

  1. Winning the game of expectations: Customer delight is achieved by successfully playing the game of setting the right expectations for the right price - and then exceeding those expectations. Setting the right expectations in a precise and systematic manner is a challenging task and needs distinct operational qualities.

 

With a service-oriented mindset, and the right tools for measuring the experiences of customers, investments can become much more effective and focused. Learn more about how to develop a service-oriented mindset and discover how to develop the right mechanisms for offering a superior Customer Experience. Follow the link through the button below to explore our Customer Experience Design Course which offers managers the opportunity to learn how to design, implement, measure and manage a brand driven customer experience. This course will help you increase customer loyalty and therefore, increase growth and profitability.

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