Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Customer Experience Strategy: The 12 Experience Values That Matter Most to Customers

The essence of experience is emotion. Companies create emotional engagement only when they deliver what customers recognize as intensely valuable. I call these Experience Value Propositions (EVPs) - and years of clients and research have revealed the 12 that matter most.

  • Be the first to comment

Customer Experience Strategy: The 12 Experience Values That Matter Most to Customers

  1. 1. CUSTOMER EXPERIENCE STRATEGY What Customers Want And the 12 experience values that matter most
  2. 2. The essence of experience is emotion. Companies create emotional engagement only when they deliver what customers recognize as intensely valuable. We call these Experience Value Propositions (EVPs) – and years of clients and research have revealed there are twelve (12) that matter. Customer Experience Is A Feeling…Not a Feature
  3. 3. Know Me
  4. 4. Companies need to know customers to serve them, not sell them. Customers are aware that information is being collected about them, so an expectation has been set that this shared information will result in greater recognition of who they are. Customers also want to feel like they are special – even in a crowd of a million. Companies should strive for “the segment of one.”
  5. 5. Connect Me
  6. 6. Customers don’t always want a relationship with a service provider, they want the service provider to power their relationships. Customers want to be connected to things they care about. A company should strive to be the amplifier of those connections. Companies that own and amplify the connection are the most meaningful service providers.
  7. 7. Grow with Me
  8. 8. Customers’ needs change over time. A solution that was once perfect may no longer be. Families transform and businesses grow. A company that demonstrates loyalty, flexibility, and adaptability around its individual customer’s needs and lifestyle changes will win hearts and minds.
  9. 9. Show Me
  10. 10. Customers expect transparency from companies they transact with. Transparency, if done mindfully, can lead to greater trust between a brand and its customers. Customers are looking for tangible moments that communicate the brand promise. Customers also want a company to show commitment in the relationship.
  11. 11. Value Me
  12. 12. Customers want to feel special and be offered unique incentives that are contextually meaningful to them in a reciprocating relationship. They need to see tangible value at agreeable price points, good warranties, clear ROI and new benefits that offset perceived risk.
  13. 13. Respect Me
  14. 14. Customers demand respect from service companies, particularly when there are other comparable options. Respect includes being treated kindly and fairly, supporting contextual needs and honoring a customer’s desire for greater control in the world he shares with you.
  15. 15. Simplify for Me
  16. 16. Customers’ time and attention is scarce in today’s world, so the company that either wastes it or makes a customer work harder will be considered not worth the time and attention the effort takes. Companies should strive to make the relationship they desire with customers as easy as possible.
  17. 17. Delight Me
  18. 18. Customers want to be surprised and delighted by a brand’s experience. Delight occurs around three moments: anticipation, novelty, and unexpected desire fulfillment.
  19. 19. Inspire Me
  20. 20. Customers want to achieve more, improve current conditions, and have a framework that drives actionable results for the aspirations they have identified. Companies should seek to inspire with an eye toward customers’ futures – because the two are inextricably intertwined.
  21. 21. Help Me
  22. 22. Customers want assistance when they need it most and support to navigate a world of products and services. When companies introduce meaningful services that improves a customers’ life daily, particularly easing transitions and transactions seamlessly, they are truly helping customers.
  23. 23. Protect Me
  24. 24. Protection is more than helpful – it’s looking out for customers’ best interests – always. A company should strive to be a customer advocate whenever possible, even when customers don’t expect it.
  25. 25. Empower Me
  26. 26. Empowerment is a step beyond protection because it arms a customer with information, services and products to help themselves. Empowerment puts the customer completely in control and new levels of confidence are possible.
  27. 27. Where Should Your Company Be? (factors include brand and industry)

×