Customer experience (CX): “How customers perceive their interactions with your company” Customer experience management (CXM): “The collection of capabilities and processes used to systematically design, deliver, and react to customer interactions”
What is a Cx playbook
One of our responses to this challenge was the creation of the adidas CX Playbook: a standardised toolkit, designed to enable teams to uncover unknown and unmet customer needs and integrate those insights in the development of (new) services, roadmaps and strategy.
What is the top consulting firm?
- McKinsey
- Boston Consulting Group,
- Bain & Company
- Accenture,
- Oliver Wyman
- Booz Allen Hamilton
- Deloitte
- PricewaterhouseCoopers (Strategy&)
What are the elements of understanding consumer insights?
- Data quality
- Analytics teams
- Consumer research
- Database marketing
What is the number 1 consulting firm
McKinsey is known as the “gold standard” in management consulting and is the most recognized management consulting firm in the world.
McKinsey hires the smartest and most talented people and has generated the greatest number of Fortune 500 CEOs.
What are possible sources of insights consumer insight?
- Firmographic data
- Usage information
- Customer loyalty information
- Customer service data
- Competitor data
What information should a customer insight report include
What information should a Customer Insight Report include? The information within a Customer Insight Report should focus on the thought process and the decision-making process of key C-level executives.
In other words, think about the people who have the final say in purchasing your products.
What are the 7 steps to map the customer journey?
- Research and Analytics
- Create Customer Personas
- Target Touchpoints and Devices
- Workshop
- Identify and Address Customer Pain Points
- Monitor and Feedback
- Come Back to the Table
What are CX strategies
A CX strategy comprises the plans you put in place to provide positive experiences at each customer touchpoint along the customer journey and the purposeful ways to measure those experiences – both online and off.
A good CX strategy creates meaningful experiences that can improve customer loyalty.
What is CX operation
CX operations, or customer experience operations, are all about the systems, automation, and lines of communication that make possible a unified, cross-functional, customer journey approach to improving customer experience.
What is the Big 5 accounting firms?
- Arthur Andersen
- Deloitte & Touche
- Ernst & Young
- KPMG
- PricewaterhouseCoopers
What is McKinsey’s culture
McKinsey colleagues are incredibly collaborative and go out of their way to help each other.
Despite the competitive nature of the application process to get into McKinsey, the culture inside the Firm is the opposite.
You genuinely feel that colleagues are there to support each other and collaborate rather than compete
What is CX transformation
The simple definition is that customer experience transformation is the practice of streamlining sales and service processes within your business to improve customers’ interactions with your brand.
How do you write a CX strategy?
- Reach your target audience
- Offer convenient customer service
- Be consistent in your customer service activities
- Refine products and services based on customer feedback
- Provide convenience when purchasing products
- Create in-person & digital personalization
What’s the difference between analytics and insights
While analytics or analysis provide the means to look at data over time, or by campaign, insights are the take-aways you garner from the analysis.
The insights gathered through analysis help to form an accurate understanding of a situation, scenario, or in some cases, a person.
What are two benefits of using insights choose two?
- Engage more customers
- Build trust
- Boost sales
- Increase share of wallet
What is Nps prism
NPS Prism is a unique customer experience benchmarking service that provides actionable insights and analysis to guide your creation of game-changing customer experiences.
NPS Prism lets you see how you compare with your competitors on overall NPS, and on every step of the customer journey.
What does a good insight look like
An insight statement is a discovery of understanding and the identification of unmet needs to explain why something is happening the way it is.
It should be a concise synthesis of the observed behavior, a look at the activity and what is driving it.
What are examples of insights?
- Meeting a friend’s parents can help you to understand why they do some of the things they do
- Watching a pet’s actions during the day on a hidden camera will show you how they spend their days while you are away
What are key insights
Key insights help researchers to summarize and communicate their main findings. They should be built on research data and supported by raw data, such as quotes, photos, and audio and/or video recordings.
Use indexing to keep track of the raw data that supports your key insights.
What are the 4 stages of journey mapping?
- Awareness
- Consideration
- Decision
- Loyalty
What are the types of insights?
- trends analysis
- interviews
- custom surveys
- experimental secondary research
- online research
- market analysis
What is the purpose of an insight
The purpose of insights is to connect head and heart knowledge—information plus inspiration. Too often, information just describes phenomena with no clear path of what to do with it.
But the best insights reveal behaviors or phenomena and point to solutions or ideas.
What are the four major growth strategies?
- Market penetration
- Market development
- Product development
- Diversification
Sources
https://www.bcg.com/about/overview/our-history/growth-share-matrix
https://www.hotjar.com/customer-experience/
https://www.bcg.com/capabilities/customer-insights/overview
https://www.salesforce.com/uk/blog/2016/03/customer-journey-mapping-explained.html
