In 2015, Gartner named customer experience (CX) the new competitive battlefield. In a world of smart phones, fast and easy access to information and an increasing global competitive landscape, businesses aren’t competing on price or product anymore. The new battlefield is customer experience.
In 2018, 55% of consumers (Thinkjar) are willing to pay more for a guaranteed good experience and 79% of consumers (Wunderman) want brands to demonstrate they care before considering a purchase. 94% of consumers say an online review has convinced them to avoid a business (reviewtracker). The current business environment is very favourable for starting a new business but it’s also very unfavourable to sustaining one. Start-ups bring refreshingly new ideas and solutions into the market but consumers are not always willing to forgive early stage hiccups.
So what is this customer experience that so considerably drives consumer behaviour and can it be defined, prepared for and most probably managed? How does a bootstrapped start-up survive in a market full of cashed-up enterprise ventures and customer obsessed competitors? This class explores the key components of customer experience, why they are so critical to take into consideration and how founders can leverage CX to create great experiences and a strong brand. In this masterclass we learn from case studies and deep diving into each experience component through examples of independent as well as well-known start ups.
Key topics and questions:
- Why CX is a must today?
- How to scope experience management for your start-up?
- How to manage customer experiences without funding?
- CX design: What to build on and what to stay away from?
- How to set your business up for success from the start using CX design?
Presenter: Silvia Miles has 12 years experience helping businesses and organisations across multiple industries and countries improve their bottom line through focusing on their customers.
The event is free but registration is required, follow the "attend" button above.