"Customer experience is arguably the most important thing a brand should be doing..."
On this page:
Customer experience explained
Why managing customer experience is so important
How we help you achieve your customer experience goals
How you can measure the financial gain of improving customer experience
Customer experience (CX) is a term used to describe a person’s interactions with a brand or company. It’s often developed over multiple touch points; from marketing, purchase journey, product experience, value for money, customer service and many more individual aspects which make up how a person perceives a brand.
Why is CX so important?
In short, companies who provide a positive customer experience find that their customers are more loyal and more engaged. Loyal customers are easier to retain, and engaged customers help generate more sales by actively promoting the brand via word of mouth.
It’s estimated that it’s 5 times more expensive to acquire new customers than it is to retain existing ones – which explains why brands are focusing on building better relationships with their customers and improving their entire experience.
How can Leading Edge help improve CX?
We understand the nuances of customer experience, how to make memorable interactions and how to execute a brand’s promise.
We map the customer journey, identify the moments that matter, improve the experience and deliver an outcome that exceeds expectations. We do this by aligning technology and people, while addressing the needs of the customer and the business.
Our services include:
Customer experience mapping
Design thinking workshops
Business case development, including CRM assessment
Transformation program execution – aligning your teams, processes and technology
Measurement and management of customer data
How can we measure the impact of good CX?
The challenge of measuring customer experience is in building models that connect customer experience metrics with changes in business results, of revenue and profit.
We work with you to gain consensus on the right customer experience metrics to use, the ability to collect customer and business data from across the enterprise and presenting the information in a way that resonates with senior management.
Once you have that in place, your customer experience can easily be integrated into your enterprise reporting and KPIs which will enable you to make better business decisions.