Outside In Customer Experience is a Sydney-based strategy consultancy that combines experience design and commercial strategy to provide retail solutions that improve the customer experience. They recognize that today's customers interact with retailers through multiple channels, so their omni-channel strategy aims to capitalize on improving the customer experience. Outside In CX was launched to develop high-impact customer experience strategies that drive loyalty, attract new customers, and increase sales.
Customer experience is basically a universal
consequence of the association between a brand and
its client. All subdivisions of an organization
communicate with their clienteles from its individual
viewpoint. Customer Experience Management is a
course of observing and inventing the communication
with consumers from their point of view.
What is Customer Value and why is it Important to Marketers?PPCexpo
Marketing in the Digital Age has become more and more complex each year. Marketers need to manage many different channels and tactics across both digital and non-digital mediums. Despite this, the goal of marketing has remained the same: identifying target customers with a problem and connecting them to a solution.
It's time to polished up different stages of your marketing funnel and put them all together to create great customer experience thanks well-designed Customer Journey Map
Customer experience is basically a universal
consequence of the association between a brand and
its client. All subdivisions of an organization
communicate with their clienteles from its individual
viewpoint. Customer Experience Management is a
course of observing and inventing the communication
with consumers from their point of view.
What is Customer Value and why is it Important to Marketers?PPCexpo
Marketing in the Digital Age has become more and more complex each year. Marketers need to manage many different channels and tactics across both digital and non-digital mediums. Despite this, the goal of marketing has remained the same: identifying target customers with a problem and connecting them to a solution.
It's time to polished up different stages of your marketing funnel and put them all together to create great customer experience thanks well-designed Customer Journey Map
The Customer Experience Compass brings together the key elements that influence the customer experience. This whitepaper describes the elements of the model in more detail to help assess and shape the customer experience roadmap of your organization.
Whether your company is large or small, you must obsess over your users and customers.
There's no quick hacks or fancy solutions to gather data, The most direct way to find out what's working ( or not ) for customers is simply asking them.
We'll see how you should collect feedback from customers, how to do it, and how to use that information to make a positive change.
What is customer experience and why is shaping brands of today? How can you transform your business' customer experience strategy? Learn best practices for attracting new customers and encouraging customer loyalty.
This deck consists of total of thirty four slides. It has PPT slides highlighting important topics of Customer Journey Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
Raising customer experience bar with cx toolseTailing India
Hello friends, after a great week of learning on Goods and Services Tax, we continue our Customer Experience series again! Here’s the 14th part of it where we see some of the tools used in improving Customer Experience (CX).
We see a guide to implement CX reforms with these below tools:
1. JOURNEY MAPPING
Journey mapping uses data gathered from surveys, customer interviews and focus groups to understand exactly how users engage with an organization.
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Feedback" and will show you how to receive timely, accurate, and useful feedback from your customers.
How to use surveys to improve your Customer ExperienceMaroua Saoud
An amazing customer experience begins with solid data. You've got to figure out what your customers need before you can deliver it—and you can capture this information with a few simple, straightforward customer experience (CX) surveys.
It's important to understand how our customer fares through the buying funnel, recording his experience will help business eliminate the friction in the buying process, improved CX and increase Customer NPS. Customer journey mapping is a visual tool to make the customer experience seamless and smooth.
How to Meet the Expectations of Today's Customers | AcefoneNaina Rajput
Customer expectations are rising faster. People interact with businesses via different modes of communication channels. In this situation, meeting customer expectations is not easy at all. Here we explained some points that will be helpful in meeting the expectations of today's customers.
Though lead generation for business purposes can be a rather
daunting task, there are various simple ways that can be adopted to
keep the exercise as simple as possible. This time tested methods
have proven to be very useful for those attempting the further their
business forays or expand current business opportunities.
As well, customer loyalty is the single most important element to
retain within a business relationship. A lot of positive elements can be
derived from a well established loyal customer base. Huge amounts of
money is periodically allocated to advertising, primarily to garner a
bigger market share of consumers, but with the existence of a loyal
customer base, this expenses can be channeled towards other better
and more beneficial areas.
Gerald Pilcher
gerald-pilcher.com
घरेलु बालश्रम परिचय
विश्वमा २४ करोडभन्दा बढी बालबालिकाहरू श्रममा संलग्न रहेको तितो यथार्थभित्र बाँचिरहेका हाम्रा बालबालिकाहरूको भविष्य र त्यसले झल्काउने हाम्रो समाजको वर्तमान तथा भविष्य दुवै अत्यन्तै गम्भीर र चिन्ताजनक देखिन्छ । हाम्रो देशमा पनि बीस लाखभन्दा बढी बालबालिकाहरू श्रममा संलग्न रहेका छन् जसमध्ये १ लाख २७ हजार बालबालिकाहरू निकृष्ट प्रकारको बालश्रममा संलग्न रही आफ्नो जीवन यापन गरिरहेका छन् । यसरी निकृष्ट बाल श्रममा संलग्न हुन बाध्य भएका बालबालिकाहरूमा सर्वाधिक संख्या घरेलु बालश्रमिकहरूको रहेको छ । अन्तर्राष्ट्रिय श्रम संगठनको तथ्याङ्कअनुसार नेपालका सहरी क्षेत्रमा मात्र ५५ हजारभन्दा बढी बालबालिकाहरू घरेलु श्रममा संलग्न रहेका छन् । घरेलु श्रममा संलग्न बालबालिकाहरू विभिन्नखाले हिंसा, शोषण तथा दुव्र्यवहारहरू खप्न बाध्य भइरहेका छन् र पनि यस्तो अवस्थामा थोरै मात्र संघसंस्था तथा सरकारी निकायहरूले यस क्षेत्रलाई आवश्यक मात्रामा ध्यान पुर्याउन सकिरहेको देखिँदैन भने भइरहेका प्रयासहरूमा पनि कमी कमजोरीहरू देखिन्छन् ।
यही करु ालार्इ मध्यनजर गर्दै सिविसले घरेलु बालश्रम र हस्तक्षेपका उपायहरू विषयभित्र विभिन्न कार्यि नर्दिेशकाहरू तयार गरकेा छ र त्यसै अन्तगर्त याे ”घरेलु बालश्रम परिचय” पुस्तक यहाँहरूमाझ प्रस्तुत गर्न पाउँदा हामीलाई अत्यन्तै खुसी लागेको छ ।
The Customer Experience Compass brings together the key elements that influence the customer experience. This whitepaper describes the elements of the model in more detail to help assess and shape the customer experience roadmap of your organization.
Whether your company is large or small, you must obsess over your users and customers.
There's no quick hacks or fancy solutions to gather data, The most direct way to find out what's working ( or not ) for customers is simply asking them.
We'll see how you should collect feedback from customers, how to do it, and how to use that information to make a positive change.
What is customer experience and why is shaping brands of today? How can you transform your business' customer experience strategy? Learn best practices for attracting new customers and encouraging customer loyalty.
This deck consists of total of thirty four slides. It has PPT slides highlighting important topics of Customer Journey Powerpoint Presentation Slides. This deck comprises of amazing visuals with thoroughly researched content. Each template is well crafted and designed by our PowerPoint experts. Our designers have included all the necessary PowerPoint layouts in this deck. From icons to graphs, this PPT deck has it all. The best part is that these templates are easily customizable. Just click the DOWNLOAD button shown below. Edit the colour, text, font size, add or delete the content as per the requirement. Download this deck now and engage your audience with this ready made presentation.
Raising customer experience bar with cx toolseTailing India
Hello friends, after a great week of learning on Goods and Services Tax, we continue our Customer Experience series again! Here’s the 14th part of it where we see some of the tools used in improving Customer Experience (CX).
We see a guide to implement CX reforms with these below tools:
1. JOURNEY MAPPING
Journey mapping uses data gathered from surveys, customer interviews and focus groups to understand exactly how users engage with an organization.
The MTL Professional Development Programme is a collection of 202 PowerPoint presentations that will provide you with step-by-step summaries of a key management or personal development skill. This presentation is on "Customer Feedback" and will show you how to receive timely, accurate, and useful feedback from your customers.
How to use surveys to improve your Customer ExperienceMaroua Saoud
An amazing customer experience begins with solid data. You've got to figure out what your customers need before you can deliver it—and you can capture this information with a few simple, straightforward customer experience (CX) surveys.
It's important to understand how our customer fares through the buying funnel, recording his experience will help business eliminate the friction in the buying process, improved CX and increase Customer NPS. Customer journey mapping is a visual tool to make the customer experience seamless and smooth.
How to Meet the Expectations of Today's Customers | AcefoneNaina Rajput
Customer expectations are rising faster. People interact with businesses via different modes of communication channels. In this situation, meeting customer expectations is not easy at all. Here we explained some points that will be helpful in meeting the expectations of today's customers.
Though lead generation for business purposes can be a rather
daunting task, there are various simple ways that can be adopted to
keep the exercise as simple as possible. This time tested methods
have proven to be very useful for those attempting the further their
business forays or expand current business opportunities.
As well, customer loyalty is the single most important element to
retain within a business relationship. A lot of positive elements can be
derived from a well established loyal customer base. Huge amounts of
money is periodically allocated to advertising, primarily to garner a
bigger market share of consumers, but with the existence of a loyal
customer base, this expenses can be channeled towards other better
and more beneficial areas.
Gerald Pilcher
gerald-pilcher.com
घरेलु बालश्रम परिचय
विश्वमा २४ करोडभन्दा बढी बालबालिकाहरू श्रममा संलग्न रहेको तितो यथार्थभित्र बाँचिरहेका हाम्रा बालबालिकाहरूको भविष्य र त्यसले झल्काउने हाम्रो समाजको वर्तमान तथा भविष्य दुवै अत्यन्तै गम्भीर र चिन्ताजनक देखिन्छ । हाम्रो देशमा पनि बीस लाखभन्दा बढी बालबालिकाहरू श्रममा संलग्न रहेका छन् जसमध्ये १ लाख २७ हजार बालबालिकाहरू निकृष्ट प्रकारको बालश्रममा संलग्न रही आफ्नो जीवन यापन गरिरहेका छन् । यसरी निकृष्ट बाल श्रममा संलग्न हुन बाध्य भएका बालबालिकाहरूमा सर्वाधिक संख्या घरेलु बालश्रमिकहरूको रहेको छ । अन्तर्राष्ट्रिय श्रम संगठनको तथ्याङ्कअनुसार नेपालका सहरी क्षेत्रमा मात्र ५५ हजारभन्दा बढी बालबालिकाहरू घरेलु श्रममा संलग्न रहेका छन् । घरेलु श्रममा संलग्न बालबालिकाहरू विभिन्नखाले हिंसा, शोषण तथा दुव्र्यवहारहरू खप्न बाध्य भइरहेका छन् र पनि यस्तो अवस्थामा थोरै मात्र संघसंस्था तथा सरकारी निकायहरूले यस क्षेत्रलाई आवश्यक मात्रामा ध्यान पुर्याउन सकिरहेको देखिँदैन भने भइरहेका प्रयासहरूमा पनि कमी कमजोरीहरू देखिन्छन् ।
यही करु ालार्इ मध्यनजर गर्दै सिविसले घरेलु बालश्रम र हस्तक्षेपका उपायहरू विषयभित्र विभिन्न कार्यि नर्दिेशकाहरू तयार गरकेा छ र त्यसै अन्तगर्त याे ”घरेलु बालश्रम परिचय” पुस्तक यहाँहरूमाझ प्रस्तुत गर्न पाउँदा हामीलाई अत्यन्तै खुसी लागेको छ ।
As far as an individual is concerned, perfect human nature is a must for his/her LIFE to go to supreme LIFE space. As for the all human beings, it is the prerequisites to establish justice, peace and happiness of human value system.
Without perfect human nature, individual not only cannot get happiness, but also has no bright future; the mankind can never avoid the state of ups and downs in competition, confrontation and war.
The eight conditions of perfect human nature:
1.Revere the Greatest Creator, revere gods and Buddha, revere other people;
2.No mind of losing and winning, no mind of combating;
3.Revere nature;
4.Modest, trustworthy and honest;
5.Be sympathetic and compassionate;
6.Be able to adjust and stay calm in both good times and bad times;
7.Conform to the laws of nature; seek not the special and abnormal;
8.Love life, love labor.
The ASSA ABLOY Group released its interim report January-June 2013 on Friday 19 July 2013 at 08.00 am (CET). The presentation from the combined investors’ and analyst meeting and web conference is available as an on-demand webcast. Welcome to visit our Investor pages on http://www.assaabloy.com/investors/.
Customer Journey Mapping brochure - April 2017Scott Davidson
High level overview of how The Research Locker uses Customer Journey Mapping to measure current 'as is' customer experience as well as aspirational state. Included Customer / Company Effort and Emotion metrics as well as customer interactions points. Helps companies understand where customer Pain Points and Opportunities for Improvement exist.
How Touchpoint Mapping® can help you increase acquisition, boost retention, and drive brand loyalty by moving more of the right customers closer to your organization.
How to Effectively Measure the ROI of Customer Onboarding.pdfdeepakonslideofshare
CXcherry is a modern, AI-enabled, purpose-built Customer Training LMS. CXcherry LMS for Customer Training is on a mission to redefine the way you onboard, engage and retain your customers. CXcherry Product Training Platform help you to accelerate your product adoption and increase customer retention through continuous customer education. Visit cxcherry.io for more details.
Customer Experience. Why CMOs Must Simplify, Then Act. How to identify, captu...James O'Gara
This paper explores the essential data requirements and actions marketing executives must focus on to capture
the customer experience opportunity. The opportunity that exists inside their company and the market they are
competing in today.
The “customer experience” — as a strategic initiative — is fairly new. There are still a lot of unknowns. There is
ambiguity regarding “ownership” of this initiative within the enterprise, and “best practices” for capturing and
using data to activate a customer experience strategy have not yet been fully defined.
With no clear path in sight, most marketing executives stall out before they get started. In many cases, this happens
because fear and complexity surrounds the data and insights required to formalize a customer experience strategy.
Fear and complexity that leads marketing executives down the “What About …” path. You know the path I’m talking
about. It’s when you and your entire team find yourselves constantly asking, “But, what about this?” Or, “What
about that?”
Marketing executives get consumed with all the possible answers they may need — all the things they don’t know.
They become overwhelmed by the enormity of the task. They overcomplicate things. What happens? Complexity
becomes the barrier to progress. A course of action is never defined and documented. So, they never get started.
Steve Jobs built his entire career doing the opposite. He eliminated complexity and focused on the power of
simplicity. He didn’t try to overcomplicate things. Instead, he focused on those things that mattered most to the
customer and eliminated everything else.
In fact, he once said … “Simple can be harder than complex: You have to work hard to get your thinking clean to
make it simple. But it’s worth it in the end because once you get there, you can move mountains.”
CMOs have the power to move mountains when it comes to elevating and differentiating the customer experience.
They just have to simplify. They have to focus on what absolutely matters: insights that will, in fact, improve the
customer experience. Then they must act.
Mark Twain said, “The secret of getting ahead is getting started.” Leading CMOs are taking Mr. Twain’s message
to heart. They are simplifying and demystifying the customer journey. They are capturing customer insights that
inform their strategy and drive action — action that improves customer acquisition, retention, loyalty, advocacy,
and ultimately the customer’s overall experience.
Establishing Executive Alignment and Priorities Around Your Company’s Custom...James O'Gara
This is one of several presentations that are part of the Future of the CMO/CXP Executive Education Series -- Hosted by OnMessage.
Establishing Executive Alignment and Priorities Around Your Company’s Customer Experience.
Securing executive alignment and clearly defined priorities
in support of Customer Experience Management is crucial.
Yet, so few companies have a game plan for making this
happen. In most cases customer experience, as a priority
within the business, originates and stagnates within
customer service or call center departments. The initiative
fails to gain traction in other customer-facing areas of
the business. It never receives executive support and
endorsement. As a result, the customer experience never
delivers material business results.
Why is this? For the customer experience to translate into
improved financial performance and become a competitive
advantage, it must be embraced enterprise-wide. It must
be implemented in a cross-functional manner — and, it
has to be a priority for the CEO and the entire C-suite.
View entire presentation.
How to Improve Customer Experience with Multi-Channel MarketingTakeVivek Srivastava
Understand the needs, wants, and preferences of your target audience . Track customer behaviour, patterns, and adapt to accommodate shifts #webinar with @leadsquared #marketingautomation www.upturnc.com
What is the Difference Between Customer Experience and Customer Service?
Customer service is the direct one-to-one support that you offer to customers before, during, and after they purchase a product or service, and represents one small part of the full customer journey.
By contrast, customer experience encompasses all the interactions that they have with your brand.
What's the Future of Business Bonus Chapter by Brian SolisBrian Solis
After releasing, "What's the Future of Business: Changing the Way Businesses Create Experiences," Brian Solis published a secret "bonus" chapter for those who finished the book and found the Easter egg at the end.
What is the true value of a customer?
In this special section, Brian shares a new methodology for measuring the value of shared experiences aka "The Ultimate Moment of Truth."
In a social economy, customer value takes on a new dimension. Customers are sharing their intentions, experiences and outcomes in online communities, social networks and mobile apps for others to discover at every step of the dynamic customer journey. Because of the discoverability of these shared experiences, what turns up from other customers affects the journey of the next consumer. In this dynamic ecosystem, decisions are made for and against you in real-time. Understanding the state of these shared experiences introduces previously unforeseen windows of opportunity for customer engagement and ultimately opportunities within emerging platforms.
How customers feel when interacting with or around your business, at every stage of the journey, will dictate what they share about you online. Businesses need to monitor and assess these experiences, and ensure to craft experiences their customers enjoy. One of the key challenges facing businesses in a social economy, however, is that the behaviors of connected customers are no longer congruent with that of the traditional customers they were originally built to serve. In many organizations, customer service is still operated out of a call center; marketing is spread across multiple, yet siloed functions that follow the linear path within a traditional sales funnel; and product development follows a roadmap that looks so far ahead that it inevitably splits from evolving customer realities and expectations.
WTF: www.amazon.com/WTF-Business-Changing-Businesses-Experiences/dp/111845653X
BrianSolis.com
Customer service principles is a necessary module for every studentfento2011
At the end of this section candidates should be able to:
• Describe customer service.
• Explain why customer service is important to the
success of every organisation.
• Identify who their customers are.
• Identify the drawbacks of poor customer service.
• Explain how to promote good service.
• Demonstrate an understanding of customer
service needs and expectations.
Indicative content
1.1 Outline knowledge of basic principles - maintaining
good customer service at all times; treating all
customers with respect; identifying and meeting
customer needs; providing the service expected by
the company.
1.2 Understanding why customer service is important to
the company and to you – it helps to make the
organisation successful, generates repeat business,
assists profit and growth.
1.3 Identifying external and internal customers and their
importance to the organisation.
1.4 Appreciate the drawbacks of not serving internal and
external customers effectively, e.g. poor reputation,
loss of business, loss of profit, loss of jobs.
Customer service principles is a necessary module for every studentfento2011
Customer service is very important to an organisation regardless of the nature of the business they are in. Superior customer service will guarantee continued business through repeat purchases as well as references by satisfied customers. Many organisations offer similar products and differentiation will only be possible by varying service levels against competitors. Good customer service builds from understanding the customer, communicating effectively at different situations and be able to sell the organisation’s product effectively and efficiently. Skills for good customer service are built in this module and the role of quality assurance and employee resourcing for customer service is explored.
Aims and Objectives of this Module
This module enables students to gain understanding on how superior customer service contributes to the overall performance organisations. On successfully completing this module, the learners will be able to:
• Understand the importance of customer service to the overall marketing effort of an organisation.
• Know the service skills required to meet the requirements of the customers’ needs
• Understand the need for setting quality standards for customer service level.
• Explain the effect of employee resourcing to service provision.
• Understand how organisations vary customer service to match individual needs
The above objectives will be addressed by the LOs. targeting the following skills below:
• Knowledge and Understanding
• Intellectual Skills
• Professional Skills
• General and transferable Skills
1. Outside In Customer Experience is a customer insight driven strategy consultancy based in
Sydney. We combine experience design and commercial strategy to provide retail solutions that
your customers want, your organisation can deliver quickly and easily and don’t cost the earth to
implement.
Today's retail environment is more competitive than ever before. With the rising adoption of
social media, mobile and global competition, the way customers shop and interact with retailers
has changed. The days of "brick-and-mortar" as an exclusive touch point no longer exist. In fact,
56% of all interactions are multi-channel. In today's world of commoditised products, how can
retailers get their omni-channel strategy right and capitalise on improving their customer
experience as the leading point of differentiation?.
Outside In CX, was launched with its purpose to develop for our client a high impact customer
experience strategy that drives loyalty, new customers and increases basket size.
2. How do Retailers identify and
systematically solve re-occurring
customer problems...
3. ...then build a business case to
eliminate them in four weeks
for less than $40,000?
4. Outside In Customer Experience
offer a five step approach that
make not so obvious customer
insights, obvious and fixable.
5. Organisations will often have market or customer research identifying WHAT the problem is. Outside-In CX will leverage this work and show you
WHERE the problems lay on the customer journey for each key line of business. Outside-In CX are experts in uncovering WHY issues identified are
problems and the underlying symptoms that need to be addressed to solve them. Together we we will work with you to discover HOW you go about
structuring the communications and staff to deliver superior and differentiated customer experience.
OUR APPROACH
6. We will conduct research focused on understanding how loyal your customers are to you
and what issues you need to address to further improve the experience for them.
OUR APPROACH
Rather than just asking customers for their score, our extended research gives
participants the means to really express what is on their minds and what you need to do
to improve. We ask your customers if they are open to a follow up Contextual
Customer Interview, which allows us to take their feedback and then dig deeper by
discussing it with them over a 10-15 minute phone call.
VALUE
It brings to the surface the emotional drivers behind the problem statements, enabling
staff to better connect with customers. This digs beyond superficial customer
statements to uncover why they feel this way and why it is important to them.
1. CUSTOMER SURVEYS
7. The customer interviews provides us with an opportunity to dig further into their
feedback. We speak with your customers to find out what is really on their minds and
what needs to be done to improve their experience with the service.
OUR APPROACH
At the end of the Qualitative Customer Research piece, we ask your customers if they
are open to a follow up Customer Interview, which allows us to take their feedback and
then dig deeper by discussing it with them over a longer 10-15 minute phone call. We
connect with your customers and give them the means to openly express themselves
by leveraging our expertise in guided story-telling.
VALUE
By digging beyond superficial customer statements we are able to uncover why they
feel a particular way and why a particular issue is important to them. It brings to the
surface the emotional drivers behind the problem statements, enabling staff to better
connect with customers. It provides a more emotional research tool than traditional
research approaches.
2. CUSTOMER INTERVIEWS
8. 3. CUSTOMER
JOURNEY MAPPING
We understand your customers’ current journey by analysing their experience step by
step, interaction by interaction, touchpoint by touchpoint. This will allow you to really
step into the shoes of the customer and see clearly the customer pain points and
opportunity areas.
OUR APPROACH
Customer interactions are mapped to demonstrate the touch points that are
preventing the delivery of a brilliant customer experience. Once the current touch
points delivering the current brand experience have been identified, we connect them
together in a simple visual representation that everyone can understand and use to
start delivering an improved customer experience.
VALUE
Understanding where the critical moments of truth in the journey are and
benchmarking performance at these touch points allows you to find opportunities for
both quick wins and longer term solutions to radically improve the customer
experience.
9. Features
The Customer Opportunity Optimiser helps us to identify, rank and evaluate
the importance of various product/service benefits or decision criteria across individual
customer segments or sections of the Customer Journey.
Undertaking this process ensures that you receive:
• A granular view of the market identifying what is most important to customer
segments
• An objective tool to compare segments and understand the effect of changes
to product/service benefits.
• A quantifiable and statistically robust recommendation on what ideas and
opportunities should be pursued and why
4. PRIORITISING
OPPORTUNITY AREAS
Features
The Customer Opportunity Optimiser helps us to identify, rank and evaluate
the importance of various product/service benefits or decision criteria across
individual customer segments or sections of the Customer Journey.
Undertaking this process ensures that you receive:
• A granular view of the market identifying what is most important to customer
segments
• An objective tool to compare segments and understand the e!ect of changes to
product/service benefits.
• A quantifiable and statistically robust recommendation on what ideas and
opportunities should be pursued and why
10. Our customer centred research uncovers deep insights into customer needs, perceptions,
experiences, motivations, and answers questions like:
๏ What are customers really trying to achieve?
๏ How are they trying to achieve this?
๏ What channels do they use and in what order?
๏ How are customers feeling while trying to reach their desired outcome?
A brand's real value is determined by the collective experience a customer has in dealing
with each interaction it has with your organisation. Only by mapping the complete
journey by touch point, can you truly appreciate the impact individual issues may have on
the overall customer experience.
A Customer Journey Map will track your customers’ interactions with your business,
highlight the critical moments of truth, measure the effectiveness of each and capture
the emotions of your customer across the entire customer experience.
5. OUTCOMES PRESENTATION
11. WANT TO KNOW MORE?
Contact us at info@outsideincx.com
or visit our website www.outsideincx.com.
Adam Townley
Head of Commercial Strategy
E: adam.townley@outsideincx.com
P: 02 8113 2311
Damian Kernahan
Head of Retail Experience Design
E: damian.kernahan@outsideincx.com
P: 02 8113 2311