Customer Experience Management: memorable

An experience is effective only if it is remembered, if it is memorable. Customers will talk about you and recommend you if you offer a recognizable experience, one that is actually a pleasant surprise.

A memorable customer experience is built on the interface between customer wishes and brand promises. A maximum pleasure-pain gap – pleasing peaks of experience and acceptable pain – that has a successful outcome leads to a ‘branded experience’. Research by G-CEM demonstrates that a branded experience results in an incredibly high NPS. Pain is necessary in order to be effective, but it must be experienced at the right moments.

TOTE-M can help you to identify your touch points and sub-processes and to translate your ‘brand DNA’ into a consistent, effective experience – especially at the moments that are the most important for your brand and your customer. The result is that you will deploy your resources where they demonstrably lead to more purchases. You will also save on resources that scarcely contribute to an effective experience.

TOTE-M will ensure that you are able to manage expectations and that you improve your proposition and processes based on the feedback from your customers.