April 2016 - Customer Experience Consulting

Skip to content

Home
Services
Case Studies
Blog
Contact Us

Customer Experience Consulting

Month: April 2016

Who owns the customer?

Posted on April 30, 2016March 19, 2019

Search for:

Subscribe to our newsletter:

Email address:

Subscribe in a reader

Recent Posts

Customer Centricity and the curate’s egg
Not so EasyJet – the importance of a customer promise
Personas vs. Segments – what’s the story?

Categories

Branding
Complaints
Culture
Customer Centricity
Customer Experience
Customer Experience Metrics
Customer Journey Mapping
Customer Promise
Customer Retention
Customer Satisfaction
Customer Service
Employee Experience
Loyalty
Market Research
Marketing
NPS
Segmentation & Personas
Self-Service
Service Design
Service Recovery
Social Media
Strategy
Uncategorized

Archives

Customer Experience…

…can be measured by looking at the difference between what the customer expects from an organisation and what they actually get. And from one customer’s point of view, this might only be a judgement made on the basis of a single interaction, yet for other customers, the judgement might be based on their overall experience, determined by all of their dealings with the company and its people over time. This end-to-end chronological view of the relationship is also known as the customer life-cycle. For some, Customer Experience might just be a solitary ‘moment of truth’, but for others it could be based on a complete customer journey.

Companies work hard to improve their service performance, however Customer Experience is impacted by much more than the Customer Service they receive. The experience a customer gets is also driven by the product they buy and the price they pay for it, all of the people they deal with, the processes that they go through and anything that they might see, hear, smell, taste and touch as part of that experience. The experiences we have come from all of our senses. So, every single interaction a customer has with an organisation, be that seeing an advertisement, smelling the food in a restaurant or receiving a bill or statement, has an impact on the customer’s experience. For this reason, every single person within your business has a direct or indirect impact on the customer experience, from the Managing Director of the company to the person sweeping the floors at the end of the shift.

Customer Experience Management is about closing the gaps between expectations set by your brand’s promises and the customer’s perceived reality throughout their journey with you. Jericho works with some of the world’s leading brands to develop transformational programmes that not only increase top and bottom line commercial performance, but also deliver world-class customer experience change.

Subscribe to our newsletter:

Email address:

Proudly powered by WordPress | Theme: Sydney by aThemes.