Customer Experience

1. CX ≠ brand experience

1.1. 1 way communication

1.2. 2 ways communicatios

2. Improve CX?

2.1. clear customer-focused vision

2.2. emotional connection with the brand

2.3. Feedback

2.3.1. customers

2.3.1.1. 'WOW' Effect

2.3.1.2. understand customers

2.3.2. team members

3. Online sales

3.1. need to test

3.2. cozy shops

4. CX

4.1. interactions Customer-organistion

4.1.1. Customer journey

4.1.1.1. Path to buy

4.1.2. brand touchpoints

4.1.2.1. website

4.1.2.2. helpdesk

4.1.2.3. advertisement

4.1.3. Channels

4.2. Duration of relationship

4.3. online & offline

5. Not new

5.1. messages = personalised

5.1.1. relevant

5.1.2. consistent

5.2. mass media

5.2.1. social media

5.2.2. radio

5.2.3. ...

6. Goal?

6.1. Happy customers

6.1.1. loyal customers

6.1.1.1. Sales