RETHINK CUSTOMERS® / Delivering Jaw-dropping Customer Experiences

Why do some customer experiences have that kickass “wow” factor, making them all destined for success, while others get few, if any, enthusiastic customer responses?

The reality is that most of today’s customer experiences are mediocre, forgettable and some are plain awful. According to 2018 Accenture survey, 61% of consumers switch companies that no longer meet their needs, whereas,
a multichannel bank leaves $124 million on the table for every 1-point decline in its CX Index Score.

Forbes reports that U.S. companies lose $136.8 billion every year to avoidable consumer switching. But once in a blue moon, an experience is so great that it leaves positive memories for years.

How do we change this? Digital transformation will result in an explosion of touch points and complex interactions with customers, including behaviors and value drivers that we’re not aware of today. How do you create an organization that’s deeply committed to its customers?

Topics include: Operational choices and customer behavior, commitment and empathy, transparency, and customer engagement. True focus on relevance anchored on trust and total transparency to customers. Richer intimacy for deeper understanding of end customer business outcomes to fuel innovation cycles. New levels of customer analytics to precisely measure customer outcomes.