In my last few blogs I have been promoting The Importance of the Customer Experience in a Down Economy, the new publication being made available free by Ogilvy’s Customer Futures Group.
If you want some thought provoking ideas as well as advice on making them actionable, get this report. Historically, there are winners and loses in weak economies. This report will help you with the competitive differentiation that leads to thriving in a down economy.
Click here to download the full report.
Here are some notable quotes from the publication’s contributors that should peak your interest.
Businesses are under pressure in recessions because their customers are under pressure. signal to your customers that you understand. Jan Hofmeyr, Synovate, South Africa.
There is an alarming lack of alignment between customer emotional expectations and corporate actions plans that can only result in frustration and growing distrust by customers. Lauree Vallery, Experience Renewal Solutions, Canada.
Customers’ nerves are raw. Nearly every interaction tests them now. Become the company that steps up with kindness, action and empathy during these times.
Jeanne Bliss, Customer Bliss, USA.
When customers extract more experiential value an interesting form of resource allocation takes place; they will scrimp elsewhere to be able to splurge at their favorite store or business. John and William Todor, The Whetstone Edge, USA.
What are dumb contacts? Put simply, this when customers contact the company for assistance but there is not value for them or the company. Eliminate dumb contacts. Bill Price, Driva Solutions, USA.
By following a customer order through the entire delivery process, most companies are able to identify 20-4-% of the activities that don’t add any value. Graham Hill, CACI, Germany.
Reducing the pain of doing business can be more effective than reducing price. Rory Sutherland, Ogilvy Group, UK.
Download the Report.
