We would recommend that a conversation with one of our team in an informal setting to run through this in more depth would be very beneficial.
#CUSTOMER PERCEPTION DEFINITION HOW TO#
The training continues by demonstrating how to convert your customer from feeling whatever emotion they are feeling at the beginning of their experience to the emotions that drive most value for you at the end of their experience. We can train people on these aspects of the experience and particularly the verbal and non-verbal clues that a customer will give you that reveals how customers are really feeling. Again, this is where the subconscious experience and understanding the psychology of what is happening with your customers is critical. Clearly, you should be measuring the new experience that you are trying to deliver and this means measuring customer emotions.įinally, you need to enable your people to be able to deliver this new experience and therefore train them on how to evoke the specific emotions that you have determined drive most value for you. Keep in mind that close attention must be paid to how a customer relates to your brand. Its basic characteristics are inherent to the generic version of the product and are defined as the. So we define what the new measures that we are going to put in place. When answering What is the customer perception definition businesses refer to customers’ awareness, experiences, and feelings about your company and products. Consumers can evaluate a product along several levels.
To ensure all this activity is actioned you need to change the measures. There are finally two other key critical areas to improve when undertaking a programme of this nature.
#CUSTOMER PERCEPTION DEFINITION SERIES#
Therefore we undertake a customer centricity assessment and put in place a series of recommendations that would enhance their customer centricity. At the same time as implementing this we need to improve the customer centricity of the organization. The next step is to design the customer journeys and embrace the fact that customers are irrational and we therefore use the subconscious and psychological experience to undertake this work using Behavioral Journey Mapping. These are the emotions indicated by the research that drive most value $$$. On completion, we then set in place the strategy and develop a customer experience statement that also defines the emotions that the organization is trying to deliver. How did we do this? We start by undertaking specialized research with their Customers to determine what drives and destroys value (Customer Acquisition, Customer retention, Net Promoter Score®, etc.) and identify the hidden attributes of the customer experience. If you are looking to achieve similar results contact us and we can tell you how. Customer perception refers to how customers view a certain product based on their own conclusions. We have further examples and case studies of other organizations obtaining similar results by undertaking the methodologies that we use. One of our clients, Maersk Line, improved their Net Promoter Score® by 40 points in 30 months which gave them a 10% rise in shipping volumes. If you are new to this subject or you are looking to improve your Customer experience but not sure what to do, we can help.
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