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Tuesday, October 31, 2017

Customer Experience Value Creation

Some basic questions ...

What is Customer Experience Value Creation? Featured Column by CustomerThink Advisor
By Lynn Hunsaker  

  Customer experience value is seldom quantified from the customer’s viewpoint. We explore it through customer journey mapping, customer advisory boards, surveys, user experience testing, and so forth. Even so, we still may not be sizing it up from their perspective.

Customer experience value creation occurs when you empower customers to achieve their goals with greater satisfaction in a win-win approach.

Customer experience value creation is creating mutual value for your whole customer base in any part of the end-to-end customer experience, across the full customer life cycle, spanning customers’ entire dealings with your organization, products, services, channels and affiliations. It’s value as seen by the customer, relative to their alternatives, relative to all the costs they endure, and relative to the outcomes they’re pursuing.  .... "

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