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Stay Ahead of Your Competition with New Advances in CX Marketing

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

Release Date: 01/20/2019

Is Any Attention Good Attention? show art Is Any Attention Good Attention?

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

Oscar Wilde said, “There is only one thing in life worse than being talked about and that is not being talked about.” This statement serves as a foundation for my global Customer Experience consultancy’s marketing efforts. However, is any attention good attention? Can bad news be good news for your marketing efforts? The answer is complicated.

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Customer Satisfaction Continues Declining show art Customer Satisfaction Continues Declining

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

For the second year, the Customer Satisfaction scores are declining in the UK. While the downturn is not huge, it indicates a trend. Many organizations have focused efforts on improving the Customer Experience, so the trend is disappointing to those of us in the industry.

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The Secret of Creating an Effective Customer Experience (CX) Strategy show art The Secret of Creating an Effective Customer Experience (CX) Strategy

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

Ask yourself this. What is the experience you are trying to deliver? Do you know? Does your team know? Do people across the organization know? One thing is certain, everyone has an opinion and there may well be no defined articulation of what this should be and therefore what everyone does is something different. This then causes overlaps and gaps and frustrated customers! It is critical to develop a coherent Customer Experience Strategy. In this podcast we explain how to do this.

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How and Why We Stereotype People show art How and Why We Stereotype People

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

We all have shortcuts we use in our thinking. For example, we use the Representative Heuristic to create groups and then associate them with patterns to make easy and fast decisions. In other words, we stereotype. The problem is stereotypes aren’t always right.

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The Secret of Creating Loyal Customers show art The Secret of Creating Loyal Customers

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

Many organizations think that when a customer gives them all their business, that they are loyal. It might mean that, but it also might say they have a habit of buying your product or service, or even no other choice. In other words, customer loyalty is more than a customer giving you all their business.

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Is any attention, good attention show art Is any attention, good attention

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

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Discover Your Relationship Types and How to Use Them show art Discover Your Relationship Types and How to Use Them

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

Some companies you have a relationship with and some you don’t. The former relationships are called Relational and the latter, Transactional. Many of us probably are predisposed to think that having a relationship is preferable. However, that isn’t true. Both types of business relationships have their advantages and disadvantages.

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The Secret Of CX Measurement show art The Secret Of CX Measurement

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

Peter Drucker said many years ago, “What gets measured gets managed.” This idea is relevant to Customer Experience strategy, too. You must measure success so you can manage your program and also to understand what drives value for your customers.

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Why Some Friction In Your Experience Is Good show art Why Some Friction In Your Experience Is Good

The Intuitive Customer - Creating ROI by improving your Marketing & Customer Experience

Friction is a good thing to eliminate from your Customer Experience. Until it isn’t. Some friction is good for your CX strategy and creates Customer Loyalty. But which built-in effort enhances your experience and which one detracts?

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More Episodes

Stay Ahead of Your Competition with New Advances in CX Marketing 

This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year.

 

5 CX Concepts to Keep You Ahead of the Competition 

  1. Focus on the ROI of CX improvement.

 

Having a record of your return on investment (ROI) for Customer Experience programs is vital. An increase in sales is excellent. But not all ROI is sales-based. You can have an increase in your NPS (Net Promoter Score, which indicates your customers will recommend you to family and friends). You could also see improved Customer Satisfaction ratings, which are great for building a foundation for loyalty. Another area where ROI is apparent is in the costs you save by providing an improved Customer Experience.

 

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  1. Segment your customers into personas.

 

People are driven to act by different things, which vary based on life stage, demographic, and personal attributes. Grouping or segmenting your customers based on their behavior is an excellent way to segment your customer base. Then, creating personas that represent these groups help your team understand the concept. With the persona’s characteristics to guide them, your team delivers an experience that appeals to each persona at an emotional level, which is the basis for creating customer loyalty.

 

  1. Use Digital Transformation as an enhancement, not a replacement.

 

Digital channels provide a new opportunity for your Customer Experience. However, too many companies approach digital transformation with an aim to cut costs and often cut away programs that are currently working in their experience.

Working toward a digital transformation should only lighten the load on other channels, not replace them.

 

  1. Embrace but manage your use of AI to enhance the experience.

 

Artificial intelligence (AI) is an up and coming enhancement to Customer Experience that can allow you to anticipate your customers wants and needs. Combined with the power of customer personas, you can target customers right when they are considering a buying decision. However, exercise caution wielding this powerful new tool. When used too efficiently, it can damage customer relationships and cross over to the creepy side faster than you think.

  

  1. Measure customer emotions, but in real time with facial recognition.

 

The success of any Customer Experience program rests on how the experience makes the customer feel. Facial recognition technology provides insight into how customers feel at the moment of the experience. New applications of it in Customer Experience can provide data that was previously unavailable at a large scale about how your moments in the experience make a customer feel.

 

To hear more about how to apply these five concepts to your Customer Experience, listen to the episode.

 

The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.

 

If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

 

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