Con sul tareConsultare means "Experts to consult" on Customer Digital Strategy, Operational efficiency, and Digital Workplace Transformation.Explore More
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CUSTOMER EXPERIENCEWorld's first "CX and Digital" Fusion of technologies and transformation services
EMPLOYEE EXPERIENCEHR Technologies, Digital WorkPlace Programs, Talent Management, and EX Strategy
EVERYTHING EXPERIENCEThe Hyper Automation, DevOps, and Low-Code No-Code Technologies
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About CRM DigitalDigital CRM Applications — Sales, Service, Marketing, and Commerce
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ABOUT GIFTCART.COMWith huge strengths in technology, experience design, strong commitment and insight to make Giftcart.com a leading name in e-gifting globally, the team has put together some of the industry's first and unique propositions such as Personality based gifting, Gift Wizard, Gift Registry, Wish list, Event Butler, Advanced Search and more. Visit www.giftcart.com
ABOUT INDIC.COMIndic is a company that has digital experience platforms to serve a broad range of audiences with consistent, secure and personalized access to products, services, and experiences across many digital touchpoints.
Indic has a portfolio of brands in stealth mode. For more information visit www.indic.com
ABOUT SWEVEN DIGITALSweven is a brand new company with 1000+ Man years of CRM and Customer Experience Proficiency. Sweven branched out to craft a new story of Sweveners — The dreamers and doers operating in the US$1 Trillion Salesforce Economy. Sweven is headquartered in San Francisco with operations and delivery centers in India and fast expanding into other regions. For more information visit www.sweven.com
ABOUT TEKCORPTekcorp offers complete Cloud Transformation Journeys for the customers along with IT Infrastructure Services such as Networking, Storage, Security, and Trust Management across Industry verticals. Tekcorp also operates Technology Division in alliance with leading partners. For more information visit www.tekcorp.com
Com pa nyCompany with a team that has the explicit mission to change the world — big change, big objectives, a brand-new system never done before.Explore More
ABOUT VIRTUOSThe birth of an idea that stretches the Virtuosos and the customer
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Leading brands use a different mindset and framework to find innovative approaches to differentiate their brands from the rest.In a recent survey by Gartner 81% of brands say they will mostly or completely compete on CX in two years, while 41% of the brands confirm that their CX efforts exceeded management’s expectations and 22% by customers’ expectations. Virtuos consultants help brands to establish the base before defining CX Pyramid with a set of KPIs that will impact the brand equity and financial outcomes.
"Our CXNow Customer Experience (CX) Program delivers value by identifying powerful opportunities in Customer Journeys" - Virtuos ExperienCEO.
Source: Gartner
Despite years of effort and investment, many customer experience (CX) programs are still failing to deliver value.CXNOWis different.
Too many CX programs are playing Whac-a-Mole, focused on chasing after, and fixing existing problems.CXNOWis different.
Bring CX Into Balance in Multiple Ways
Brands should balance internal demands with external focus.Business goals are centered around increasing profits, market share, and higher customer satisfaction while customer expectations have hit high expectations. 76% of Customers want brands to understand them better and not treat them like a number as per the survey by Salesforce. Brands that seek stronger customer relationships must balance business and customer goals, measures, and strategies.
CX Pyramid is a Framework
CX Pyramid categorizes experiences based on how they are triggered.
Each level of the CX Pyramid delivers stronger benefits to both the customer and the brand, and each successively demand more — be it research, customer understanding, personas, success measures, and investments (As tabulated above).
Communication
Responsive
Commitment
Proactive
Evolution
HIERARCHY LEVELS
Description
The right content is provided at the right time in the right channel.
Customer Benefits
Provides information customers seek and supports self-service.
Brand Benefits
Improves engagement, lifts search engine visibility and reduces call volume.
CX Considerations
Depending on customer and need, content alone can provide medicore experiences, leaving the onus on customers to consume, understand, use, and act on information.
Description
When customers require assistance, respond efficiently, quickly, and at minimal costs.
Customer Benefits
Provides responsive and expedient answers when needed.
Brand Benefits
Minimizes staffing, improves efficiency, and delivers short-term margin gains.
CX Considerations
Provides experiences that can dissatisfy customers and fail to differentiate the brand from competitiors.
Description
When customers require assistance, not only respond to their question, but also resolve their entire needs.
Customer Benefits
Provides responsive experiences that attends not only to customers' functional needs, but also to their emotional needs.
Brand Benefits
Conveys brand's commitment to customers through strong, differentiating experiences.
CX Considerations
Requires you recognize customer needs, commit resources to resolve those need, and measure impact to both the brand and the customer.
Description
Recognize current customer needs and act to resolve them before the customer requires assistance.
Customer Benefits
Provides reliable products and services that protect customers, noticeably exceed expectations and are easy to use.
Brand Benefits
Changes the way customers think of the brand vis-a-vis the competition, delivering strong satisfaction, loyality, and advocacy.
CX Considerations
Demands you know the customer better than the competition, can identify unmet needs and invest to resolve those needs that drive the greatest value for customer and brand.
Description
Recognize current trends, identify future customer and needs, and act with powerful and proactive solutions that reset customer expectations of the category.
Customer Benefits
Provides products and services that change the way customers think about themselves and help them to see the brand as a partner in their success.
Brand Benefits
Creates strong, lasting bonds that drive strong retention, scalable word of mouth and higher margins.
CX Considerations
Requires you to create a sound customer-oriented vision of the future, work to minimize risk in innovation and measure novel solutions in a phased approach focused on long-term outcomes.
CX Pyramid enables Customer Journey
Customers can use the CX pyramid as a filter to review their customers' touchpoints and experiences throughout the journeys (see Customer Journeysection) to gauge what sort of experiences your brand provides.Evaluate at each state of Buy, Own and Advocate to seek the perceptible value of your brand by the customer — Is it merely providing information or maximizing efficiency?; Is it driving satisfaction, loyalty or word of mouth.
Source: Gartner
Consider what sort of brand experiences you provide to customers, and use your data, research and insight to identify opportunities to move higher in the pyramid.
Acquire data and insight
Understand unmet wants and needs, not just current perceptions.
Expand your vision
Consider needs and opportunities that are before, after or adjacent to your journey — and in the near future.
Align to organizational strategies
Seek innovations that not only meet customer needs but fit existing brand goals. Pilot, test, repeat!
"At Amazon, we like things to work in five to seven years. We’re willing to plant seeds, let them grow — and we’re very stubborn. We say we’re stubborn on vision and flexible on details."
— Jeff Bezos
Innovative Experiences Start With Engagement and Adoption
Active users such as MAUs
New users/User growth
Repeat visits/uses
Depth or length of engagement
Installs
Great Experiences Drive Great Financial Results
Frequency/AOV/Spend
Cross-Sell
Referrals
Cost Savings
Margin
Experiences Change Customer Perception of the Brand
Satisfaction
Improved brand perception
Trust
Perceived loyalty to the brand
Willingness to recommend
Openness to new products
CONNECT WITH CX PRIMER AND HERE ARE THE FEW RECOMMENDATIONS
Assess your user insight to ensure you are gaining insight to customer wants, needs and expectations, not just their perception of your existing processes.
Complete your customer journey maps with an eye toward pushing experiences near the top of the CX pyramid at key touchpoints.
Measure across all three categories — adoption, perception and financial — for innovative experiences near the top of the pyramid.
