Customer Experience Papers
The COVID-19 crisis has changed how people behave and what they now consider valuable. The challenging marketplace has led many organisations to invest in elevating their CX to meet new customer expectations. Trust and Authenticity are now considered essential components in any CX strategy. Learn more about why this is the new normal.
What is customer happiness? It might be easier to answer this question by firstly outlining what it is not. It is not your customer satisfaction results from your call centre, and it’s not your survey results after a purchase is made. It’s also not about how superior your products are in the marketplace or how low your prices are in the marketplace. Customer happiness is a much broader concept that is designed to reflect the emotional relationship a person has with your brand.
ROI of CX
To design a compelling customer experience program the initiatives need to be measured using financial metrics that can be easily measured and translate into tangible economic benefits. This paper outlines metrics that are often overlooked, but when factored into the ROI of CX will demonstrate the financial value of any CX strategic program.
Experience My Brand author and CEO Joe Tawfik, shows the reader how to analyse, design, and implement a branded customer experience program. The 368 page book outlines a 30-stage methodology to achieve a branded experience that can differentiate the organisation and achieve bottom-line profits. The book specifically aims to overcome the poor performance of the vast majority of customer experience programs currently implemented and not achieving their desired ROI.
Ever since the Pandemic began, consumers have been spending significantly more time online and are undertaking more searches to find things and answer everyday problems. Like all of us are aware, there are so many choices on the Internet. This paper provides insights from Google researchers on how to cut through a crowded Internet.
Customer expectations have been reshaped by technology. We now live in a hyperconnected world that provides us with access to just about any product or service at our fingertips. This new reality has changed what consumers value. This paper outlines how customer experiences have been redefined in the digital age.