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Prospect experience (PX) and customer experience (CX) is the product of an interaction between an organisation and a prospect or customer over the duration of their relationship. These relationship stages include awareness, acquisition, on-boarding, engagement, retention/loyalty and lapsed/re-engagement.
Customer experience implies the customer’s involvement at different levels of their relationship with a brand such as rational, emotional, sensorial, physical, and spiritual. Customer experience is created by the contribution of not only the customers’ values but also the company providing the experience. Customers today don’t buy products and services they buy experiences.
So what is your customer experience vision? How would you define it? If there was one word you’d want your customers to describe your brand, what would it be? How does this vision align to your corporate and marketing objectives? How will you know if this vision is being achieved? What success metrics will you have in place?
If you feel overwhelmed and don’t know where to start, you are not alone. Most Australian marketers feel the same way. We have found that the most successful approach is to bring together all of your organisations customer experience stakeholders across marketing, sales and service together for a one day workshop.
The objective of this workshop is to teach marketers how to develop a customer experience vision and to define and align your corporate and marketing objectives along with mapping the current state of your organisations strategy, technology, operations and campaigns.
Filed under: Marketing Automation, CRM, Customer Experience | Tags: Data Scouts