The #CXtwist : What/Why/How of CX?

What is CX?

If you have a Customer, you are delivering CX; consciously or otherwise. Customers relate with your brand from the time she/he becomes aware of the brand, considers the brand, makes a purchase and comes across the many touch-points which may occur over time. Every touch-point, however small or significant, leaves a trail, a trail that captures the quality of relationship and will determine the Longevity of Relationship. Why does so many like to go back to IKEA?

Bonus Clip : What is Customer Experience (CX)?

Why is CX Important?

We get closer to brands we like and move gradually away from brands we don't relate with. Simply put, Mind Share & Experience Recall will determine the future of Relationship. This is exactly same as human relationships : we seek closer& more frequent encounters with the ones we like and a gradual exit from relationships we don't. Wouldn't this make CX a very important subject for Brands? Brands like Amazon, IKEA know this well enough and so they invest significant amount of time, energy & resources to achieve a lead in the Quality & Outcome of relationships with their customers.

Bonus Clip : The 6 pillars of the Customer Experience Framework

How can a Business leverage CX?

What if one was to hear that investing in CX can reap returns in excess of many other investments that a brand makes? I am sure the response would be : Tell me the MAXIMUM i can Invest & what ROI i can expect return? With Product/Service offering differentiation starting to become on par with most of the TOP brands, the question : How do i Differentiate? is being asked. Product Conceptualization/ Development/ Delivery is slowly becoming an area difficult to differentiate as best practices & features are being replicated faster than ever before.

However, the after Delivery/Sale Service is something that even the BEST of Brands are yet to master. This opens the door of Opportunity for those brands that wish to Build relationships that not only last long, but also get sustained in a profitable manner.

The Scale : Does my Brand enjoy a Significant advantage on the CX front vs the nearest competitor. If the answer is not a "BIG YES". you have a task on hand.

Go, talk to the CX custodian in the Organization or rope in a Consultant who can help start the conversation. All the Best ??

Bonus Clip : CX - Definition, Benefits, Strategy, Management & Examples

Benefits from CX differentiation?

Let's put them blunt & straight :

• Happy & Happier Customers
• Customers & Employees as your Brand Advocates
• Better Revenue per Customer & Revenue per Bill
• Lower need for Marketing & Advertising(Your customers are doing it for U)
• & last but not the least Happy Finance teams & Shareholders ????????????

Bonus Clip : 5 Ways to Create a Customer Experience Strategy

-Kiran Kumar Varri