As a real-world brand consultancy, Finch Brands has partnered with many leading brands to study, document, and transform key elements of their customer experience. Investments in CX optimization are investments in a stronger brand.
As opposed to Customer Service (which is a defined function), the entire organization ‘owns’ Customer Experience - as such, functions such as R&D (product), Sales, and Marketing are important CX stakeholders and choreographers.
Building customer journey maps that include thinking around the ‘function’ and ‘feeling’ of each touchpoint can help identify areas of opportunity and importance.
Given that CX is about putting customers at the center, it’s essential to include customer voices - we favor the on demand insights capability that a FinchSight community enables.
As noted elsewhere on this site, organizations that truly value ‘Customer Centricity’ elevate its ideas to the level of Purpose, Mission, and Values.
For marketers, success hinges upon making a connection with the consumer. No matter what market, product, service, or story, we must understand and, above all, respect the consumer. In this episode, Bill examines how respect builds brand authenticity, shapes brand strategy, and delivers results in the real world.Read More
Are you really listening to your customers? Or are you just tracking the easy stuff like NPS and going on with business as usual?Read More