cex sells: inspiratie voor een merkwaardige customer experience
Post on 11-Aug-2015
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Connectivity Experience
Technology
Engaging customer
experiences
PROPRIETARYRELEVANT
ADVANCEDPROFITABLE
Customer insights
Business objectives
Brand values
The customer experience reflects the organisation
Optimalisation of customer experiences in six phasesVODW support all activities
1. Customer experience strategy 2. Voice of the customer 3. Customer experience (re)design
4. Business requirements and roadmap
5. Customer experience implementation
6. Customer experience management
Customer satisfaction High
Imp
ac
t o
n b
us
ine
ss
ob
jec
tiv
es
(N
PS
, C
hu
rn,…
)
Negative
Positive
Low
1.
3.
6.
7.
14.
9..
17..
4
16.
12.
5
8..
10.
13..
11.. 15.
2.
Can we eliminate these moments?
Can we improve these moments or decrease
the impact?
Can we let more customers experience these moments?
Can we decrease costs for these moments or increase
the impact?
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