Author: Juanita Vorster
Business success isn’t only reserved for large corporations with seemingly unlimited budgets to design customer experience. There are countless stories of small businesses that have grown to incredible heights simply by treating customers in a way that made them want to share their experience with family, friends, colleagues and on social media and encourage them […]
Business success isn’t only reserved for large corporations with seemingly unlimited budgets to design customer experience. There are countless stories of small businesses that have grown to incredible heights simply by treating customers in a way that made them want to share their experience with family, friends, colleagues and on social media and encourage them to try it for themselves.
Customer experience can no longer be treated as an afterthought delegated to a single department. It has to be central to the entire organisation as it is a key ingredient to being exceptional: one of the four fundamentals of winning in the new game of business.
Exceptional organisations offer products or services that exceed all industry averages and customer expectations. Having a great product or service is however only one dimension of delighting customers.
With all the options they have available these days, customers simply don’t want to work hard to figure out how to give you their money. They don’t only want exceptional products and services; they want to deal with organisations in a way that is easy, efficient and memorable for all the right reasons. This is the second dimension of customer experience.
The third dimension is the “what else” bit. The over-and-above part of the entire experience that changes it from acceptable to memorable. This is where organisations can be really creative.
Great customer experience isn’t just something that happens – it has to be designed. Exceptional organisations pay at least as much attention to designing the customer experience as they do designing products and services – often even more.
A well-designed customer experience is an incredibly valuable business growth tool that keeps customers coming back and bringing others with them.
The four questions any business of any size in any industry must ask when it designs its unique customer experience are:
How will this set us apart from our competitors?
How will this influence and equip our customers to share their experience with others that might then become our customers?
How will this add value (fun, relaxation, relief, time savings, etc) to our customers?
How will we ensure that our customers have the same experience every time they buy from us, wherever it is that they buy from us?
Contact Us at WeSpeak Global and follow us on Twitter
The articles, video and images embedded on these pages are from various speakers and talent.
These remain the property of its owner and are not affiliated with or endorsed by WeSpeak Global.
Not all exercises are created equal. My grandfather, or gramps as we affectionately called him was a disciplined exercise man. It wasn’t so much the amount of exercise he did but rather the 100% commitment with which he did it. He never missed a day unless he was ill and flat on his back. Every […]
To risk or not to Risk – could I cope with 12 pairs of gloves? The quandary: There’s a question on many female’s hearts and minds this week as the 29th looms ahead about whether to really pop THE question. It might also be on everyone’s hearts and minds wondering if they might be the […]
Do you have to be a manager or executive to Being A Leader? No! Leading others is a choice. It isn’t about your title. Many people with executive titles are terrible leaders, and many people without a fancy title are outstanding leaders. More than your title, being a leader is about influencing change and inspiring […]
Where do you get your most innovative ideas to boost innovation? How do you increase the rate of creativity in your organization? As a creator, entrepreneur, or founder these are probably the most important questions you can ask. So, where do you start? You’ve probably heard the phrase “think outside the box” a thousand times. […]
Your first time as a manager is a learning experience as much as anything else and what is the best way to build trust? How do you lead your team well? Who should you hire? Where do you draw the boundaries with former colleagues who are now direct-reports? WHAT’S THE BEST WAY TO BUILD TRUST? […]
I may sound arrogant but since everything turned upside down in early 2020 I’ve learnt so much more about who and what I am and WHY I’M BETTER THAN YOU, so I’ve decided to be more honest with myself, as well as with those around me. Everything has changed, there’s no doubt about that, and […]
I’ve always been a fan of the multitude of skills that Leonardo da Vinci brought to the world to REACH PERFECTION. A painter, draughtsman, engineer, scientist, theorist, sculptor and architect (thanks Wikipedia), his art – in whichever format it was created – is well-known across the planet, throughout history. Stories shared through time explain his commitment to […]
Why is a 216-year-old voluntary member-based organisation like the Cape Chamber of Commerce thriving under lockdown? It shouldn’t – when times get tough, members will look at their expenses and cut those that are ‘voluntary’. People tend to pay their utilities, because if you don’t pay, you don’t get to play. And heaven forbid we […]
Our Mission
© All rights reserved 2025. Created using VOXEL THEME
