This document is an introduction to customer experience benchmarking presented by TribeCX. It defines customer experience as the blend of a company's performance and the emotions evoked in customer interactions. Consistently great CX comes from deliberately designed customer journeys. The presentation recommends customer mapping, metrics, and benchmarking to align an organization's strategy, tactics, culture, and learning around CX. It asserts that purposefully designed experiences across the customer lifecycle can improve business efficiency and customer effectiveness.
3. Customer Experience intelligence software to build better customer
relationships with people who are your customers to grow customer
lifetime value
4. Founders : Globally recognised leading CX Practitioners
Best practice CX calibration & capability development
CX toolkit & remote support
Practitioner led : outcome focused
Calibrate your CX @ www.TribeCX.com
TribeCX: Brief Intro
5. Agenda: Practical advice to get into action
•Definition of Customer Experience
•Customer Mapping
•Customer Metrics
•Benchmarking
•Next Steps
6. Overview: Customer Experience - Definition
Customer experience is “a blend of a company’s rational performance
and the emotions evoked in all the interactions with the customer, across
all touch points”
7. Consistently great experiences don’t happen by chance.
They are the outcome of deliberately designed customer journeys.
The challenge is to get the entire business aligned behind a purposely designed experience that is
persistently and consistently delivered
Customer Experience - Definition
31. It only works
when it all works!
We can help:
Best practice CX calibration & capability development
CX toolkit & remote support
Practitioner led : outcome focused
Calibrate your CX @ www.TribeCX.com
32. Questions?
David Hicks
Tel: +1 347 227 5182
David.Hicks@tribecx.com
www.tribecx.com
@TribeCX
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Suite 1307, 601 International House,
223 Regent Street, London, W1B 2QD, England
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Suite 313, Building 10, Dubai
Media City, Dubai, UAE
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Suite 14D, 171 East 84th St
New York, NY 10028 USA
T: +1 347 227 5182
Vivek Bhaskaran
Vivek.bhaskaran@questionpro.com
www.questionpro.com
@QuestionPro
Editor's Notes
them build better customer relationships for market researchers, agencies, retailers, ecommerce…provides intelligence software that improves customer relationships to grow customer lifetime value. Makes it unique? You build relatinoships with people who are you r customers and you build it over time. We allow you to dig deeper into company’s most important assets….
Empower over 2.5M users across 100 countries to generate insights needed to make better business decisions.
Need to make the point here Its build on practical experience of what works
What we’ll show are details of the dimensions that need to change and the practical first steps to ensure success