Publication: How To Get The Customer Experience Factor​

When it comes to implementing a Customer Experience programme, we like this simple 5-step process:

Step 1 Analysing the experiential world of the customer

Step 2 Building the experiential platform

Step 3 Designing the brand experience

Step 4 Structuring the customer interface

Step 5 Engaging in continuous innovation

“Unless the Customer Experience concept is accepted and adopted from the beginning, it will stumble and fall as the project progresses.”

“CX needs to be driven by sales and the sales director, with sponsorship from the CEO.”