Aligning your purpose with the customer experience and outcomes you want to deliver, at optimal cost, is the key to unlocking customer value. Improved experiences drive increased spend, share of wallet, loyalty and referral, in turn, securing the brand reputation and long-term future of your organisation.
The key to optimising customer value is to really, truly understand where and how you are letting customers down and the points of friction or pain in the experience.
Once you understand this, and why you are failing to meet customers’ expectations, you can use the insight to inform your new customer experience design and implement a purpose-designed change programme in your organisation.
CGA are customer experience design experts. We are fascinated not by data but by insight and the value to be unlocked through better customer relationships and improved experience design.