Do you know what your customers crave?

The concept is so simple that it pains me to even asked such an obvious question? Unfortunately, however according to Forrester’s research 65% of companies have no bloody idea about what their customers really want. This started me on a three-year journey. I I began researching the best and the worst companies to see if I could aggregate and to learn why some organizations continue to grow sales, attract and keep the best talent and consistently deliver exceptional human experiences. And I discovered three things: Everything you need to know about delivering exceptional customer experiences Know you customer types – for years organizations have attempted to deliver customer experiences to a single bucket of customers. Even worse they targeted their customer experiences to simply the most profitable customers using outdated customer relationship management approaches. In order to win in today’s hyper-competitive market organizations need to go beyond a single bucket or market segmentation approach and learn their various customer types by understanding what they love and what they hate. Once you identify these customer types you will have the insights you need to deliver exceptional experiences far beyond the customer’s baseline level of expectation. Go beyond journey mapping – in the old Read More

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