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.
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 […]
Like so many around the world, we are also taking this time to venture near – to Discovering our doorsteps what beautiful destinations we have close to us, some that we had overlooked for the more exotic. Every week we’ll be sharing a new destination in Turkey, trying to unravel the mysteries – one road […]
Dayne shared, The Future of the Internet Is Video as I was sitting in the back of the room last week listening to Dayne Williams, the CEO of HR tech company PlanSource, kick off the firm’s Eclipse Conference focused on the empowered consumer and trends in the way we’re embracing video. He shared, The Future of the […]
The Status Quo of Crisis Preparedness Puts You at a Disadvantage—and It’s Time For That To Change. Over the last couple of years, I’ve found myself increasingly frustrated with my industry, the crisis management profession. To put my frustration simply, the status quo of crisis preparedness and crisis management no longer suffices and, as a […]
WHAT MAKES A WINNING TEAM: 4 key lessons from the lion pride and the victorious 2019 RWC Springbok rugby team It was an exceptional result that captivated a nation. One year ago this November South Africa’s national rugby team, the Springboks, lifted the Webb-Ellis trophy into the Yokohama sky, winners of the 2019 Rugby World […]
Empowering Innovators Mindset in today’s fast-paced technological landscape, organizations struggle to stay relevant and innovative. With technology rapidly evolving, traditional business models and strategies become obsolete. This inability to adapt and innovate leaves companies stagnant, eventually causing them to fall behind their competition. The key to survival in this highly competitive environment lies in fostering […]
Generosity is an interesting beast so WHY SO STINGY. As a charity CEO, I have seen it expressed in many different ways. The best kind of generosity comes with warmth and good old NSA – no strings attached. This kind of generosity is glorious to witness and is the backbone of charity work all over […]
You can turn an unpredictable world into predictable results. It comes down to the practices we have in our businesses and with those around us. Even though we might not be able to predict the exact timing of a breakthrough, the practices create the conditions necessary to have a breakthrough, even making that breakthrough inevitable […]
Our Mission
© All rights reserved 2025. Created using VOXEL THEME
