Building lasting relationships, not isolated results
Think of someone you used to know. What do you remember about them? For most people, many details are fuzzy, but how they treated you and made you feel is hard to erase, for good and bad. The same is even more true for businesses. Our experiences have a lasting impact on us, both positive and negative, influencing our opinions and relationships. Deals and offers may be forgotten, but customers will always remember how a brand made them feel.
Consumers interact with businesses within a lifecycle consisting of researching, purchasing, and using products or services. Understanding customer needs throughout this journey is essential for a business to offer positive, impactful solutions, but remedying friction points is not enough. Companies must assess every point of contact in their customer experience (CX) offering to identify crucial context, including customer priorities, challenges, constraints, and daily routines. Proactive, holistic understanding is vital to producing sustainable, life-changing CX outcomes.