Great experiences create real value

When someone buys a product or a service they will get some sort of “experience”. After that experience, they might feel angry and let down; they might feel completely ambivalent or they might feel uplifted… impressed… excited.

How they feel will depend on what they expected in the first place and how well that set of interactions met the promise over the hours… days… months… even years involved from start to finish of the transaction.

And how strongly they feel with often be the clincher for whether customers will not come back to buy from you again, or even worse runs you down in front of friends, family and colleagues. On the other side, how strongly they feel can win you loyal customers who spend more with you and who say good things about you to others.

Designed and implemented well, a great experience can create real value for customers and boost a company’s performance and build sustainable market advantage.

Yet few organizations consciously manage their customer experience at a strategic level. That’s mainly because new skills are needed and existing people have to work together in fresh ways to get a breakthrough.

It’s because:

• It’s branding with wheels on it…
• Experience design is more strategic than just customer service…
• It’s way beyond CRM technology and call centres…
• It’s not just about great ideas, it’s about living them through carefully engineered processes that become routine

The Customer Experience Alliance offers the range of skills needed to design and deliver effective experiences- all in a proven, coordinated process that involves the client and validates it with their customers.
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