![]() The first four-convenience, choice, navigation, and payments-are indispensable. “ Our recent survey of 6,200 customers in China, France, and the United States uncovered seven CX factors that directly influence customer satisfaction. According to Gartner®, “TX is a strategy that creates superior shared experiences by intertwining the multi-experience (MX), CX, employee experience (EX), and user experience (UX) disciplines.” A sophisticated customer experience is the goal, but more importantly, it is delivering a total experience that meets or exceeds customer expectations. Research on this topic brings home how critical this is.Ī recent Harvard Business Review article brings home how critical this is. It requires a shift from customer experience (CX) to what Gartner® calls total experience (TX). Giving customers these choices require brands to have synergy across multiple experience disciplines. ![]() Others prefer to avoid personal interaction and choose a tech interface whenever possible. Some customers prefer human interaction, others self-service across digital channels, and many require a combination of physical and digital. Giving them the option to choose what messages they want to receive along with when and how they receive them is essential for creating a successful journey. Journeys are no longer linear and are driven by the customer-be it the consumer, retailer, or distributor-who determines the preferred path including any stops, starts, and detours along the way. How can brands accomplish this when not all customer journeys are alike and consumers are in control? The pressure is on CPG brands to meet these accelerating expectations and answer these unspoken questions that are top of mind for consumers. The experience working with and for a company. How do consumer goods manufacturers treat suppliers, employees, and consumers? Are they providing and participating in current platforms and technologies?. ![]()
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