If you're in a customer success role, you have a say in the conversation surrounding your product or service. You can shift these discussions and assessments to work for you, not against you. Because at the end of the day, pos...
Companies like Uber and Netflix have shown that creatively aligning business models to solve customer needs is key to success in customer experience strategies. Graspingcustomer needs, however, is merely the initial phase. It’s also important to continuously iterate based on customer feedback. Compa...
Why is perception so important?A few months ago I visited a friend who had had a stroke. He lives in a care home. His carer said that although his client has a new pair of glasses, he often bangs into the living-room door. This could be due to perceptual challenges that make it ...
Customer experience is many things, but it can broadly be described as the perception a customer or a company has of a brand. It is embedded into every interaction, and each interaction is an opportunity to build a stronger bond between the company and the customer—or has the potential to...
Mind you, the entity in question might or might not be what we perceive them to be and this is where perception management is important as irrespective of reality, we either perceive that entity in a favourable manner or we have a negative perception. ...
and how to use branding to increase what customers are willing to pay. A savvy business owner, for example, could create a marketing campaign that positions their product as the favorite choice of popular figures on social media. By influencing customer perception of their brand, the business wi...
Why brand perception is important - especially for the NHS.The article reports on survey conducted by the King's Fund on the satisfaction with the National Health Sevices (NHS) which decline from 70% to 58% in 2010. Simon Burns, health minister, says that the statistics of Great Britain's...
Customer experience is a customer’s holistic perception of your business or brand based on their own experience. Their personal experience may involve in-person communications, phone interactions, visits to your website or experiences with a product or service of yours. Either way, every interaction...
Perceived value is a customer’s perception of a product or service’s merit or desirability to them, especially in comparison to a competitor’s product. Perceived value is measured by the price that the public is willing to pay for a good or service. ...
Whereas brand loyalty focuses on customer perception, which can also be considered emotional loyalty. How do customers see your brand? How do customers feel about your brand? Brand loyalty can be associated with so much more than the price of products; it’s also developed by how customers ...