How does your customers’ experience of your business measure up against their expectations of you?
How close is their perception of you to what they actually experience when they interact with you?
If you were to put yourself in their shoes, would you be delighted or disappointed?
Because for all the effort that goes into grabbing their attention, there’s often an enormous disparity between the expectation you have created and what they experience, be that virtually or in person. A gap that can undermine a good deal of the effort (not to mention the cost) you have invested in getting them there in the first place.
At Meda, we work with you to shape the experience you would like your customers to have when they connect with your brand.
Our experience is that many businesses are organised internally in such a way that it’s inevitable they work against the delivery of a seamless experience for their customers. The very people responsible for delivering one over-arching, integrated and aligned experience often find themselves working within silos, individual business units responsible for implementing departmental strategies driven from the company’s needs ‘inside, out’, rather than from the consumer or clients requirements ‘outside, in’.
Shaping customer experience as an over-arching cross-departmental ‘outside-in’ approach, within an ‘inside-out’ environment, is a huge challenge and knowing where to start is always one of the issues. We always begin from your customer’s point of view, starting with the fundamental things that need to be ‘got right’ no matter what and thereafter, working with you to define the more legendary moments. Potentially, the creation of your future history.
The creation and definition of these points throughout your customer’s journey becomes the basis of your Experience Strategy. The ‘outside-in’ shaping of your customer experience aligned to your brand proposition will deliver the ‘inside-out’ enhanced sales rates and margins that are required to support this approach. It is the practice by which you can define and deliver your desired customer experience, consistently. It becomes your compass, your map to navigate by, moving you from your current position to the point where you want your experience to be. It also provides the means by which you can achieve, not just the efficient, but the effective alignment of what your brand and business stands for with your places, messages, people and processes.
Ultimately, a focussed and driven experience strategy will enable you to deliver an experience that’s unique and directly attributable to your business alone. It will endow you with qualities that can be owned by you and most importantly, qualities that will turn a prospect into a customer and customer into a loyal advocate.