Building Savvy Experience – BX, CX, UX – means knowing the heartbeat of your market, then designing intentional brand moments and frictionless processes to deliver maximum value to every member of your sphere.
In the past, business started with the money, then the solution that would get it, the customer who would buy it and the mission of the enterprise would be considered last. In today’s business environment, it is almost completely the opposite.
Instead, business today operates in the Experience Economy, where ‘in the moment’ experiences shape and determine success. It is vital to be where your customer is already looking to meet their needs and expectations. Why? Because their 360-degree view is what determines your brand in the market.
When your enterprise has authentic presence, your solution stands out in any market – Leadership wants to maintain status quo.
Expertise, credibility, visibility and social proof legitimize your brand as trustworthy, including using the 12 intangible benefits of your solutions.
Edu-market with relevant, practical and, therefore, valuable content for your audiences.
Good experiences mean seamless, invisible operations. Great experiences happen human to human.
Companies now must differentiate on more than just price, they must instead focus on providing a great customer experience regardless of touchpoint.
Companies must have a unified view of their customer profile and their experience with the brand needs to be consistent across functions and channels.
Data must be cohesive, accessible and coherent to provide all departments with the right information and feedback on initiatives.
Companies lives from a human-centric focus with employees and customers advocating brand solutions and services that provide more business growth.
Business as usual is working well and our company does not feel the need to change – leadership wants to maintain status quo.
We have started to think seriously about the customer journey and are aware of the benefits of being human centric – but we are stuck.
Our company is now ready to unite silos to develop a cohesive customer journeys – but are facing roadblocks.
Our company now has coordinated customer experience initiatives (online and offline) across business functions – but need next level strategy.