Customer Experience Management in practice

Growth through differentiating customer experiences

The world is changing. In recent years, companies of all shapes and sizes are being challenged by stagnating markets, and commercial executives are struggling to increase or simply to maintain their historical growth rates.

The fight for the customer has intensified and is taking to new heights. Companies compete to increase customer retention rates, increase cross and up-selling and increase customer recruitment through promoters.

In order to succeed, true customer closeness and proactive management of the customer experience has become a vital competitive edge.

Having a deep understanding of your customers, their preferences, their behavioral patterns, and indeed, their willingness to reward you, will be the key to succeeding in the years to come.

An extensive business challenge calling for a new customer approach:

Customer Experience Management.

Customer Experience Management builds on the core belief that differentiation is the prime source of competitive advantage. The sharper your differentiation, the greater advantage. Revenue is no longer based on performing a valuable task to a customer, but on doing it different than competitors, taking customer needs into account and giving the customers differentiating experiences.

Recent research studies conducted by SJP in collaboration with CBS show that improved differentiation leads to significantly improved market results, including customer loyalty and profitable customer behavior. Please contact Partner Peter Jensen pj@sjp.dk and receive the research report.

Studies confirm what is also evident from SJPs vast experience – that 70% of customer’s decisions (on both BtC- and BtB-markets) is based on emotional patterns. As such, SJP recommends that traditional rational or transactional customer metrics is complemented by a CEM framework focusing on the emotional side of the purchasing decision.

CEM is key when focusing on customer centricity in your company.