{"id":1023,"date":"2020-10-26T14:30:24","date_gmt":"2020-10-26T13:30:24","guid":{"rendered":"https:\/\/www.mark-it.info\/?p=1023"},"modified":"2021-03-10T16:24:05","modified_gmt":"2021-03-10T15:24:05","slug":"analyze-your-customer-experience-and-your-business-will-take-off","status":"publish","type":"post","link":"https:\/\/www.mark-it.info\/en\/analyze-your-customer-experience-and-your-business-will-take-off\/","title":{"rendered":"Analyze your customer’s experience and your business will take off"},"content":{"rendered":"\n

Do you know what “Customer Experience” or “CX” is?<\/p>\n\n\n\n

To summarize to the fullest, CX is the analysis of the degree of customer satisfaction throughout the customer’s “journey” with a company, starting with getting to know the brand, through the purchasing process and the use of the good\/service, up to retention or customer loyalty.<\/p>\n\n\n\n

Nowadays, conscientious companies are changing their organizational set-up to ensure that their customers’ experience of their brand is unique at all \u201cstages of the journey\u201d. Recent research by KPMG shows that companies that have adopted a strategy based on customer experience analysis have seen their revenues increase by 25%, on average.<\/p>\n\n\n\n

My personal experience with this type of ‘customer centric’ approach began with reading Joseph Michelli’s book \u201cDriven to delight\u201d, which tells how in 2012 Mercedes Benz USA transformed from a ‘product-oriented’ organization\u201d into a \u201ccustomer-obsessed\u201d one, by redefining a buying and ownership experience that could continue to uphold the Mercedes brand promise \u201cThe best or nothing\u201d, widening its scope to everything consumers demand today, beyond the product quality.<\/p>\n\n\n\n

In 2020, MARK IT team began applying the CX approach on some of its clients in both B2B and B2C markets. Our approach to CX unfolds on some key stages:<\/p>\n\n\n\n

  1. Study the customer profile and value propositions that the company puts forward for the specific customer.<\/strong><\/li>
  2. Study the FIT between customer\u2019s needs and value propositions<\/strong><\/li>
  3. Analyze the customer journey phases and the current level of satisfaction at all points of contact between the customer and the company<\/strong><\/li>
  4. Analyze the current degree of satisfaction<\/strong><\/li>
  5. Define the desired customer experience<\/strong><\/li>
  6. Implement the new activities, starting with those that are immediately applicable (Quick wins) and those that require more complex planning<\/strong><\/li><\/ol>\n\n\n\n

    If you want to know your customer\u2019s current level of satisfaction and identify actions that would help you gain a competitive advantage, do contact us.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Do you know what “Customer Experience” or “CX” is? To summarize to the fullest, CX is the analysis of the degree of customer satisfaction throughout the customer’s “journey” with a company, starting with getting to know the brand, through the purchasing process and the use of the good\/service, up to retention or customer loyalty. Nowadays, […]<\/p>\n","protected":false},"author":3,"featured_media":752,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"content-type":"","inline_featured_image":false},"categories":[14],"tags":[29],"yoast_head":"\nAnalyze your customer's experience and your business will take off - Markit<\/title>\n<meta name=\"description\" content=\"Discover what Customer Experience is and how to design your clients journey so as to have a unique experience with your company.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.mark-it.info\/en\/analyze-your-customer-experience-and-your-business-will-take-off\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Analyze your customer's experience and your business will take off - Markit\" \/>\n<meta property=\"og:description\" content=\"Discover what Customer Experience is and how to design your clients journey so as to have a unique experience with your company.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.mark-it.info\/en\/analyze-your-customer-experience-and-your-business-will-take-off\/\" \/>\n<meta property=\"og:site_name\" content=\"Markit\" \/>\n<meta property=\"article:published_time\" content=\"2020-10-26T13:30:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-03-10T15:24:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.mark-it.info\/wp-content\/uploads\/2020\/10\/ff.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1174\" \/>\n\t<meta property=\"og:image:height\" content=\"591\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"markit\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"markit\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.mark-it.info\/en\/analyze-your-customer-experience-and-your-business-will-take-off\/\",\"url\":\"https:\/\/www.mark-it.info\/en\/analyze-your-customer-experience-and-your-business-will-take-off\/\",\"name\":\"Analyze your customer's experience and your business will take off - 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