Customer Experience - Getting It Right and Making It Count
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Customer experience (CX) encompasses all interactions a client has with a supplier, distinct from user experience (UX). It highlights the importance of personalized services, market segmentation, and leveraging feedback to improve engagement, with statistics showing that prioritizing CX leads to higher profits and customer retention. The document emphasizes the necessity of innovation, learning, and taking risks in a rapidly changing environment.
Customer Experience - Getting It Right and Making It Count
- 1. CUSTOMER EXPERIENCE Getting it Right and Making it Count @elnomaiden André Cavero - Interbank
- 2. Our first question today should be: What is Customer Experience?
- 3. Customer Experience (CX) is the sum of all the experiences that a client has with a supplier of goods &/or services, during their entire relationship. Is not the same as “UX” or User Experience
- 6. Use your social networks to get as much Feedback as you can
- 8. *The Financial Brand - Cisco
- 9. Focus on your multichannel strategy
- 10. Start with market segmentation and then choose the perfect channel for everyone The engagement will certainly raise
- 11. Innovate
- 12. Design Thinking Gamification Lean Model for projects Learn from people Find Patterns Design Principles Make Tangible Iterate Relentlessly Know your players Find the motivation Game Elements Game Mechanics Create the system Create your Canvas Make your MVP Pivot Split Test Experiments Create . Measure . Learn
- 13. Some numbers about CX • (2011) Customer Experience Impact Report conducted by Harris Interactive (2012) Oracle White Paper “Seven Power Lessons for Customer Experience Leaders” 60% higher profits are reported by companies that prioritize the customer experience. of customers will take their business to a competitor following a poor customer experience.89% After a poor customer experience, more than posted negative complaints on social media. 26% of customers are willing to pay more for a good or service if the customer experience is outstanding.60%
- 14. The biggest risk is not take any risk... In a world that is changing really quick, the only strategy that is guaranteed to fail is not take risks. Mark Zukerberg Facebook
- 15. André Cavero INTERBANK Senior Executive, Digital Marketing [email protected] @elnomaiden