CX Management is Expectation Management
It is certainly good to know expectations from the customer’s perspective. But if you only do what is expected of you, nothing will soon be expected of you.
It is certainly good to compare expectations with the experiences that customers have with your company. This is the first stage of a regular CX.
It is even better to take into account the unconscious expectations of customers in order to know not only needs and expectations but also the respective emotional barriers. This is the second stage of a good CX.
In order to turn customers into loyal customers and loyal customers into fans, in order to build truly sustainable customer loyalty, it is necessary to reach another level: From serving to anticipating, supported by behavioral science and data. This distinguishes ideal CX Management.
And this is precisely the goal of our solutions for Customer Experience Management.