Make every touchpoint an occasion for the customer to remember and to treasure.
Good employee experience means that employees are directly linked with the brand.
Brand strategy needs to be in line with customer experience in order for a brand to succeed.
A customer needs to feel that the product or service met their needs in a caring way.
Optimize experience management across all four components!
CX-EX-BX-PX are all functioning at a deeply latent and hidden layer in people's minds. Therefore, it makes little sense to measure XM directly with simple questions that are tracked over time with simple dashboards.
Even though we can get some success measuring experience in this way, very rarely do we measure it accurately and truly understand how our people and customers feel about our products and services.
If we want to be leaders in XM, we need to delve into the psychological sciences that uncover latent drivers. This requires psychological science that taps into the psychophysics and psychometrics of capturing the interactions between brand strategy, products and services, and how they all interact with customer needs and values.
This is the world of structural psychological models, that unravel experience in a way which reveals real and actionable opportunities for improvement, and sets the market benchmark once and for all!
We are recognised leaders in accurately measuring XM and uncovering what you can do to improve the valued relationship you have with your customers, and the new customers that you want to onboard.