Digital workplace learning and development specialist. I help organisations and people achieve great results through engaging and effective learning and development solutions. Content designer, writer, facilitator.
The key to staying human for our customers This excellent report by Feefo brings to life many significant facts about the changing customer experience landscape. Among them, the importance of being human in the customer relationship. A few years back, Alan Poole, me and others produced some highly emotive video content, demonstrating to people at work how many great customer behaviours come naturally to us when we stop trying to be genuine and just behave genuinely. I think the quality of those videos stands the test of time; some of the behaviours featured could possibly be updated in the light of great research like this. What people look for in the experience offered by the people of the brands they choose, will continue to evolve. There is a timeless methodology for keeping on top of changing customers' needs and still providing a meaningful and authentic brand experience: Understand me. Make it easy for me. Add value for me. Indebted to Mr Nick Drake-Knight for the Every Customer Wants methodology and the compelling evidence that it works. #customerexperience #customerloyalty
🎉 Announcing: The Consumer Benchmark report 2024 🎉 If you’re looking for valuable insights that will help you grow your business, this report is for you. With help from Censuswide, and over 21 million reviews collected on behalf of 6,500 brands, we expose consumers’ expectations for brands. - When are consumers willing to give you their data, money or feedback? - What makes a customer feel personally valued? - How can brands use a value exchange to nurture customers? Grab your copy today. https://lnkd.in/edJujH6p #Feefoverifiedreviews #DataInsights #ConsumerSurvey #MarketResearch
Continue & Begin Fast Coaching® | Management Development | CX |
7moReflecting language from this report Ian Luxford , consumers value ‘connection’. We start the Every Customer Wants® learning journey with Understand Me, to get inside my world, my head, my heart. When CX professionals start with the consumer’s personal context, relationships evolve naturally. Then we can add value, and make the experience low effort/high comfort. Every Customer Wants is the place for planned improvements to #CX delivery.