Marketing and sales are naturally interested in getting the first deal done. What happens after that is more interesting from the customer experience point of view. The second deal, does it happen or not, and why?
The basic steps of customer experience planning and design basic are simple. It is within these steps where the magic happens. Understanding the big picture is the key, but the devil is in the details. Personally I do not like the term “managing” customer experience. CX is always a two-way street and you cannot manage something you do not have earned the full right to do so. I prefer “guide” instead. One should be there to help one’s customers or potentials to navigate services, purchase products or empower them to utilise a platform. So it is about collaboration – planning, designing and guiding the customer experience.
Kalle Kanerva, founder and io_worker
+358 40 5752992 mailto:kalle@io.works
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