Post by nojime4575 on Feb 15, 2024 6:53:30 GMT
Of the essential principles from which to create a winning Customer Experience, principles collected by Matt Watkinson in his book “The Ten Principles Behind a Great Customer Experience”. Let's see together what we think are the most interesting. An excellent CX strongly reflects the identity of the consumer/customer Our desires are more powerful motivators than our needs. The starting point of Customer Experiences is not people's needs, because nowadays most needs are satisfied. We operate in a world of wants, not needs.
Desires are fundamental as they are closely connected to our beliefs and values, which play a key role in our behavior as consumers. Our desires are an expression of our individuality and identify our belonging Panama Phone Number List to a group. What we buy reflects our values, beliefs and self-image, as well as our desires. Excellent CX defines and meets expectations Existing expectations, learned behaviors and associations are the criteria customers use to judge an experience from the start. A great customer experience explicitly considers these factors and exceeds expectations where desirable.
Expectations are fundamental to the functioning of the brain. There is a chemical process behind it: when everything goes according to our predictions, dopamine neurons are activated and we experience pleasant positive emotions. Because our memories of past experiences are used to set expectations for the future, the memories we have of the customer experience are critical. Managing expectations is therefore a golden opportunity for creating a competitive advantage. To provide a great experience, we must see the customer experience as a long journey and an ongoing process of setting and meeting expectations. Excellent CXs are Stress-free A stress-free customer experience is an important competitive advantage.
Desires are fundamental as they are closely connected to our beliefs and values, which play a key role in our behavior as consumers. Our desires are an expression of our individuality and identify our belonging Panama Phone Number List to a group. What we buy reflects our values, beliefs and self-image, as well as our desires. Excellent CX defines and meets expectations Existing expectations, learned behaviors and associations are the criteria customers use to judge an experience from the start. A great customer experience explicitly considers these factors and exceeds expectations where desirable.
Expectations are fundamental to the functioning of the brain. There is a chemical process behind it: when everything goes according to our predictions, dopamine neurons are activated and we experience pleasant positive emotions. Because our memories of past experiences are used to set expectations for the future, the memories we have of the customer experience are critical. Managing expectations is therefore a golden opportunity for creating a competitive advantage. To provide a great experience, we must see the customer experience as a long journey and an ongoing process of setting and meeting expectations. Excellent CXs are Stress-free A stress-free customer experience is an important competitive advantage.