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Delivering Smarter b2h Experiences – Fast!

Create Your Own Savvy Experiences

What you need to know about customer and user experiences, digital transformation and being a leader in your industry.

What is Savvy (Customer) Experience?

Any experience is the sum of all your senses in a given moment; in business, this means that your customers and users are having experiences that are the sum of all their touch points, engagements and moments over time with your brand. Ideally, each of these ingredients – touch points, engagements and intentional moments – are designed to be personal, relevant, compelling and, ultimately, cumulative in establishing and maintaining a positive connection and feeling about your brand. This is savvy experience design, development and delivery to humanize your brand relationship with all stakeholders connected with your brand.

To do ‘savvy experience’ well requires disruption of what was (by assessing people, process and products), knowing your customers and users intimately, proactively and deliberately designing the experience to match their needs, wants and expectations and then solving any constraints in delivering it.

Incidentally, the word ‘savvy’ comes from a Latin word that means ‘be wise, be knowing’. This is our inspiration for our work – to help our customers be wise and knowing in disrupting their own established workflows to better serve their customers and users.

Why is it urgent to develop empathetic (Savvy) Customer Experience?

The truth is that there is no more b2b or b2c marketing anymore; what marketers have spent years diligently trying to perfect in terms of tactics and strategies has effectively been upgraded to a whole new way of relating to the lifeblood of their business – humans.

If any company rests on the laurels of their previous accomplishments, they are not staying current with the conversations their customers are having – and that is the first step toward death for any business.

Empathetic experience means putting yourself in the place of your customers and users to see what they encounter in their connection with your brand.

For a quick start, pretend you are a ‘mystery shopper’ – call in to your customer service desk with a request or problem to see how it is handled (or ask a friend to do it while you sit next to them). Have a beginner’s mind when you do this in order to take in the most information throughout this exercise. What you discover may surprise you – and make the case for upgrading your customer experience.

Who ‘owns’ Customer Experience?

The truth of it is that the customer owns the brand experience and the brand must live
up to their standard.

Within your company, the traditional ‘owner’ of customer experience has been customer service or customer-facing positions; however, today’s savvy businesses know that everyone in the company exists to serve the customer – from the sales person to the cleaning crew to the human resources department (or why would they need to be there?).

By empowering your customer to drive your operations, and orienting your internal people around that focal point, you will find that your customer experience naturally elevates to being effective, seamless and delightful.

Why do you need to do things differently?

Because enterprises are facing massive odds in business today – informed and empowered customers who can change brand loyalty in just one swipe… newcomer brands that dominate their marketplace landscape because they understand agility, emotional engagement and technology. The bottom line is these newcomers will take your business if you don’t’ start change.

What is Digital Transformation?

Digital transformation is the process of upgrading business systems, workflows and personnel to orient around the customer and user experience in a holistic way. It requires innovation in evaluating and developing your products, understanding the emerging needs of your customers, the trends that are on the horizon and creating new solutions accordingly. The customer experience itself now requires innovation to meet new conversations and ways to connect (the Internet of Things, wearable devices, artificial intelligence, virtual reality, etc.).

Often, companies confuse digitization with digital transformation; digitization means to simply go paperless while digital transformation is an all-encompassing enterprise-wide process that upgrades all systems, employee engagement and relationships with stakeholders, customers and partners to be more human, authentic and timely.

To see Wikipedia’s definition, click here.

Why are enterprises failing to deliver simple human experiences?

faq6Enterprises have been indoctrinated to think of customer experience as a linear process, have focused on the wrong goals (like, being efficient vs. effective), forgetting their internal users and stakeholders are customers too and being stuck in the ‘rat race’ of marketing, to name just a few of the reasons that enterprises are failing to deliver a human experience.

The goal became to process the customer rather than solve problems or build relationships. Short-term urgencies overtook what is important for the long-term as focal points in daily workflows, leading to enterprises ‘treading water’ (and going nowhere). Too often, companies operate in a vacuous echo chamber, listening to their own propaganda rather than actually understanding where their customer is focusing today.

Beyond all of that, previous technology investments prohibit easy upgrades to meet current demands. Established internal workflows have created silos that do not communicate with each other. And brands think they are dictating the experience when, in fact, the customer is in charge of their brand.

To learn more, please download The X (Experience) Manifesto: Why Enterprises Are Failing To Deliver What Should Be A Simple (Digitally-Powered) Human Experience.

Where do I start?

Enterprises today must become savvy to their market, deliver predictable value through individual relationships (both external and internal) and accommodate shifting needs and wants at the speed of dynamic conversations.

We have put together these services packages to support you in your transformation.

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We look forward to meeting you and learning about what you would like to do in creating savvy experiences for your customers and users!

About Us

We hope to inspire, empower and motivate you to begin your experience transformation with us.

Blog

Stay updated on the latest experience trends in our blog.

Services

We have packaged 7 stages to help you develop your new improved savvy experience.

What Are You Waiting For? Get Savvy Today!

Make Customer Experience Simple With SavvyX. Contact Us And We Will Help You Get Started.

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