Why Business Experience is the new Customer Experience?

During 2020, the way we do everything has changed dramatically due to the COVID-19 pandemic; how we work and where, how we interact and connect with others and how we buy and connect with the brands we love.

Business Experience as a concept is a mix between Customer Experience as we know it, as well as igniting business growth in a way can help you connect further with your customers. Business Experience is for all the C-levels to be involved in, strategically, more than the CX point of view. The pandemic has accelerated the way CxOs and stakeholders look towards their business next moves and potential strategies to grow further.

 

 

In a 2018 report by Forbes, how to win with a tech forward customer experience, we got to know that 39% of consumers say they would rather spend money on experience than things. With lots of brands getting out there in the market, may offer the same product, the experience you deliver to the customer is what let them stick around, come again, and refer you to their friends and family – resulting into a business growth.

One of the great examples is Museum of Ice Cream, looking towards providing experience rather than the product itself. The goal is to sell treats, along with providing Instagram backdrops to the ice cream lovers to document the memory. People value the good experience a brand offers.

To build a worth experience to your customers, you need to look at every profile individually and start recommending what is the best for them based on their behavior, opening doors to the AI powered personalization. For instance, if you are a retailer, you will need to track your customer digital footprint of products viewed and purchases, to recommend the relevant next product/service you may need to offer. People needs to be understood to stick around with a brand. This can help businesses gain the trust of their consumers.

Business Experience is a key to the business strategy nowadays, consumers purchases are made emotionally and justified logically every single time. This is through differentiating your Customer Experience with a clear strategy of personalization and not over automation. The idea is to choose what to automate, and what to investigate it from a consultative perspective. The right mix between human and digital is a key to success.

Automating customer experience can remove barriers to scale for some business, and be a growth catalyst for others. Business owners prioritizing their business experience through differentiated customer experience strategies as well as business growth ideas and use cases will further attract their current customers building the right loyal base as well as attract new customers who will be interested to get the right dose of personalization and seeing brands understand them the way they want it to.

During 2020, the way we do everything has changed dramatically due to the COVID-19 pandemic; how we work and where, how we interact and connect with others and how we buy and connect with the brands we love.

Business Experience as a concept is a mix between Customer Experience as we know it, as well as igniting business growth in a way can help you connect further with your customers. Business Experience is for all the C-levels to be involved in, strategically, more than the CX point of view. The pandemic has accelerated the way CxOs and stakeholders look towards their business next moves and potential strategies to grow further.

In a 2018 report by Forbes, how to win with a tech forward customer experience, we got to know that 39% of consumers say they would rather spend money on experience than things. With lots of brands getting out there in the market, may offer the same product, the experience you deliver to the customer is what let them stick around, come again, and refer you to their friends and family – resulting into a business growth.

One of the great examples is Museum of Ice Cream, looking towards providing experience rather than the product itself. The goal is to sell treats, along with providing Instagram backdrops to the ice cream lovers to document the memory. People value the good experience a brand offers.

To build a worth experience to your customers, you need to look at every profile individually and start recommending what is the best for them based on their behavior, opening doors to the AI powered personalization. For instance, if you are a retailer, you will need to track your customer digital footprint of products viewed and purchases, to recommend the relevant next product/service you may need to offer. People needs to be understood to stick around with a brand. This can help businesses gain the trust of their consumers.

Business Experience is a key to the business strategy nowadays, consumers purchases are made emotionally and justified logically every single time. This is through differentiating your Customer Experience with a clear strategy of personalization and not over automation. The idea is to choose what to automate, and what to investigate it from a consultative perspective. The right mix between human and digital is a key to success.

Automating customer experience can remove barriers to scale for some business, and be a growth catalyst for others. Business owners prioritizing their business experience through differentiated customer experience strategies as well as business growth ideas and use cases will further attract their current customers building the right loyal base as well as attract new customers who will be interested to get the right dose of personalization and seeing brands understand them the way they want it to.


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