Customer Experience

"If I'd asked my customers what they wanted, they'd have said a faster horse" ... I asked them why: "To reduce travel time ... " (Henry Ford)

The client is the co-producer of your Service Concept

Being close to the customer is the basis for an Agile company: only when we, as an organisation, fundamentally respond to the rapidly evolving expectations and desires, 'flexibility' is an actual concept.

This requires two things: a fast and detailed grasp of customer expectations (are we alert?), and a flexible organisation to respond to them (are we agile?).

And, most of the time, that's where the problem lies: numerous organisations don't succeed in translating this objective into a valued proposition for the customer.

Fundamentals of Customer Experience Design:

Know your customer
Think granular
Create & tune your services
Communicate and act consistently

Best practice: Zara's value proposition

More information regarding Customer Experience Design