Customer satisfaction is no longer enough. Satisfied customers are not loyal customers. Satisfied service is no longer adequate to satisfy today’s customers. They want a memorable positive experience with your Organization. They are your best advertising because they’ve become advocates for your company.
Branding Customer Experience is not just about keeping our customers satisfied, it allows us to wow our customers with promptness, speed, accuracy, availability, creativity, and flexibility, through the power of engagement and empowerment.
Companies who have created such loyal customers have managed to create a customer experience that is consistent, intentional, differentiated, and valuable.
To do this they use all aspects of the business to work together to deliver to the customer. It is no longer enough to make great advertising; now you must deliver on your brand promises.
By creating positive experience for our customers at every point of interaction, we are transforming the organization culture towards long-term customers’ relations, leaving with the customer a great impression of wanting to continue doing business with our organization; creating the branded customer experience.
Strategies Outline:
Customer Emotional Connectivity® – Customer Orientation: What it’s really all about
- The Six key ingredients in Branded Customer Experience
- Understanding Customer Experience using the 4 Es’ of Service Vision
Establish Service Standards
Strategy 1: Getting To Know Your Customers
- Customer needs: from intuition to implicit and explicit needs
- Managing perceptions and expectations
- Understanding Customer Experience
Eliminate Obstacles
Strategy 2: Identify Customer Turnoffs
- What turns customers off
- Three Types of turnoffs
Strategy 3: Create Positive Imbalance
- The role of balance in relationships
- The customer’s ‘Zone of Indifference’
- Creating positive imbalance
Empower for Higher Efficiency
Strategy 4: Recover Dissatisfied Customers
- Service Glitches are Opportunities
- Make it easy for customers to complain
- How you can best act upon complaints with Service Recovery Principles
Strategy 5: Enhancing Service Value
- How to create an enhanced sense of value
- Building value with memorable experiences, credibility and add-ons
Enculturation – Creating a Service Culture
Strategy 6: Providing Customers Information
- Make key information easily accessible
- Customer Communication Audit
- Customer Experience Audit
Strategy 7: Service Quotient
- Principles of Service Quotient
- DESIRE for Customer’s Emotional Connections
Strategy 8: WOW Service
- Wow: Arrival-Service-Departure
- Departure is as important as Arrival
- Keeping the Cement Wet – Building Business from Existing Clients
Branding Customer Experience Continuous Process
