Mapping your customer’s journey is one thing, but understanding the emotional story of your customer’s experience is a world apart from a sterile factual map of steps from A to Z.
The customer experience story enables you to see much more clearly the places where you can make their story a whole lot better. When customer’s feel that your products or services can enrich their lives they’re more likely to reward you with loyalty.
If you’d like talk with us about creating your customer experience story and finding opportunities for innovation within it – you can get in touch with us below.Talk to us
Most people believe they know their customers, however, we invite you to let us challenge your current knowledge to begin a deeper exploration.
People often mistake facts for insights, yet, they’re completely different. Insights are those nuggets of understanding that enable you to take action.
Good insights enable people to feel their customer’s highs and lows that make up the whole customer story and to care about creating a better experience.
Once you have a comprehensive customer experience story, it becomes easier to find the places where you can offer products or services that enrich the customer’s experience.
We have a robust innovation process that enables you team to generate ideas, evaluate them and select those most likely to enrich the customer’s experience in a way that’s a win-win for your business and for the customer.
When people are passionate about their brand – they naturally have beliefs about it that are formed through experience. And while that’s great – it’s worth questioning. Having one of our experienced consultants to question and guide your team through this mapping and idea generation process is invaluable.
Your customer’s experience with your product or service happens within the broad context of their overall story.
You don’t always know when people are dissatisfied with your product or service.
You don’t always know what’s going to make people happy
People always do what makes sense to THEM. Their beliefs and values are revealed in their stories
People’s expectations are shaped by their previous experiences and expectations are dynamic – people will always want more.
People are most influenced by those they regard as peers and/or authorities who may be online or more closely connected with them in their everyday lives.
People tend to have a wide range of options to choose from in any situation and they’ll opt for yours when it fits into the story they’re living.
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