What makes a compelling customer experience (CX)

become the business your customers love

Who doesn't love a checklist? These simple rules of thumb will help you deliver a compelling customer experience.

Touchpoints must become TRUSTPOINTS

Every interaction must show your customers they can trust you to listen, understand and deliver.

Understand your customer

Know who they are, what they buy from you and what they are doing. Then use the data to shape the outcomes you want.

Use the Voice of the Customer to drive business improvements

Every contact with customer support is one too many. Appoint ‘friction hunters’ to generate loyalty and reduce costs.

From omnishambles to omnichannels

Hold seamless conversations with customers using their preferences for channels and timings.

Value existing customers

Keep existing customers happy to reduce the cost of sales, marketing and onboarding.

Customer experience is as important as your product or service

61% of people say service is important when buying and 81% will switch because of poor service.

Respect your customers

Be considerate of data, emotions and point of view.

Digital technology can be your friend

Use software and AI to get ahead, reduce hassle and free up your people.

Engaged employees deliver compelling customer experiences

When committed to your business and goals, people look for ways to delight your customers.

Don't teach your team to say 'computer says no'

Make processes easier and effective for customers from placing orders to getting help.

Our best experience sets our expectations

People will compare you to the best experience they have had. Across all sectors, products and services, B2B and B2C.

Customers see one continuous experience

Don’t show your customer your organisation chart. Help your whole team deliver a compelling customer experience.

Customer experience needs attention

If you’re not working on your customer experience, you’re dropping behind your competition.

More about customer experience (CX)

What is customer experience (CX)?

Customer experience (cx) is what happens between you and your customers. Explore key measures and related activities.

Customer experience (CX) management

Manage your customer experience (cx) to delight your customers and earn their loyalty. If you are not sure how, please get in touch.

CX to grow revenue and margins

The benefits of a compelling customer experience (cx) flow beyond your relationships. Use customer experience management to grow your business.

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