WHAT'S REALLY IN ABOUT YOUR BRAND CUSTOMER EXPERIENCE?

Your Customer Experience Roadmap is a "Journey" or "Route" where you turn your brand's promises into reality for your customers. Once you've made customer promises, you need to develop your brand's commitments to satisfy their expectations.

One of the most fantastic behaviorist and writer Daniel Kahneman once identified in his book "Thinking Fast & Slow" was that as consumers, there are two main things we remember about an experience. What he said was that what we experience isn't always exactly the way we remember it. What we tend to remember are two things; "THE PEAKS" & "THE ENDS".

So we tend to remember the best thing or the worst thing that happened to us and most probably the last thing that happened to us. So, we come back from holiday and just say, "Oh! It was dreadful, they lost my bag!" or "You know, we have this wonderful hotel!" But we'll also talk about the ends as well, because thats's what's most recent in our memory.

There are so many components, principles, patterns and behavioral facts take part in a Customer Experience Raodmap. We have to consider all of them in once to engineer the best roadmap and it has to be agile as well depending on the motion and movements of the market.

The hallmarks of a brand's customer experience should be unique and it has to be adjusted by the real insights of your customers. So you could either do researches, ask your customers, live a period of time with your customers in their own real lives together or do something else, but at the end of the day the roadmap should come up and unite from two main points; "your brand promise / purpose" & "expectation of your customers".

If you would like to map your own touchline and find out the hallmarks where you could over index to make you different from your competitors, don't hesitate to contact us.

We'll be happy to join you through your Customer Experience Journey.

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