The positive customer experience, is the experience that everyone dreams about. An experience where everything is
pleasant, clear, simple and quick.
An experience that offers customers a product or service that is innovative, attractive, high quality...
An experience that takes into account the expectations, needs and habits of customers on a daily basis.
An experience that perfectly meets customers’ requirements by anticipating the needs of the next generation of customers.
For the customer experience to be seen as positive, you cannot just focus on the quality of it in the context of a one-off satisfaction survey or at the design stage.
The company should control the quality of the customers’ experience by continuously evaluating and optimising it in a comprehensive and objective manner.
The customer experience is constantly evolving.
It is mobile, omnichannel, digital, phygital, cross-device...
The reality of this experience is virtual or augmented.
These new customer experiences are developing at a rapid pace.
It is therefore very important to continuously improve the quality of physical and digital environments to provide a positive customer experience.
Regardless of the number and types of channels, physical or virtual, the customer thinks in terms of the overall experience and judges its quality on the ease and speed with which they reach their goal. The customer should not have to go through a disruptive experience.
Computers, tablets, smartphones, smart TVs, smart terminals, connected cars... Despite this wide range of mediums and user scenarios, the customer wishes to enjoy a simple, consistent, seamless and fluid experience.
Creating a positive customer experience has to be a constant and primary objective due to the numerous advantages and benefits it brings to the company. This requires the active involvement of all those who contribute to this core objective.
Designed to support this objective, CXPower developed UXPack an innovative and attractive solution that removes the most common obstacles preventing companies from adopting a "truly" customer experience focused strategy.
UXPack is a solution that is dedicated to the digital customer experience although its model can be easily and logically applied to all customer experiences...
sur l'expérience client
L'immédiateté, une exigence client à satisfaire... de toute urgence !
Ultra-connectés, les consommateurs comparent et achètent des produits à toute heure et en tout lieu. Pour se démarquer sur un marché de plus en plus omnicanal, les marchands doivent sublimer l'expérience client en réduisant les délais: en caisse ou en livraison, les clients ne veulent plus attendre.
relationclientmag.fr 18 janvier 2018
Brian Solis: " Ce n'est que le début des bouleversements marketing ! "
Anthropologiste, speaker, analyste, auteurs de best-sellers dédiés au marketing... Brian Solis, homme multicasquettes, exhorte les professionnels du marketing à réinventer leurs pratiques en plaçant l'humain au centre de leurs préoccupations.
e-marketing.fr 3 janvier 2018