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Category: Culture

Culture

Customer Experience is a waste of time – part 1…

Posted on June 10, 2019June 10, 2019

Is Customer Experience wrong in itself, or is it more to do with the way in which it is being practiced?

Culture

Customer Centricity and the curate’s egg

Posted on November 1, 2016March 19, 2019

Complaints

A Shedload of Trouble – Tigersheds Revisited

Posted on August 12, 2015March 18, 2019

Culture

Customer Experience isn’t something you do…

Posted on February 26, 2015March 18, 2019

Culture

Doing the Opposite, Part 4: Unlimited Holidays  

Posted on October 27, 2014March 18, 2019

Culture

Doing the Opposite, Part 3: Deliberately Making Mistakes…

Posted on October 19, 2014March 18, 2019

Culture

Business Culture and Cake Baking

Posted on September 19, 2014March 18, 2019

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Recent Posts

  • If Customer Experience isn’t about Transformation, it isn’t about anything
  • Customer Journey Mapping – the map isn’t the point…
  • Customer Experience is a waste of time – part 4

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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.

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