{"id":20274,"date":"2024-04-09T11:12:30","date_gmt":"2024-04-09T09:12:30","guid":{"rendered":"https:\/\/madisonmk.com\/from-customer-experience-to-relevance"},"modified":"2024-04-11T14:00:54","modified_gmt":"2024-04-11T12:00:54","slug":"from-customer-experience-to-relevance","status":"publish","type":"post","link":"https:\/\/madisonmk.com\/en\/from-customer-experience-to-relevance","title":{"rendered":"From Customer Experience to Relevance"},"content":{"rendered":"\n

Customer experience (CX)<\/strong> has always been one of our greatest passions. In our CX projects, we don’t just map out a Customer Journey<\/strong>; we aspire to something much deeper: to bring our customers to RELEVANCE<\/strong> for theirs. We strive to help them grow as brands loved by their customers.<\/p>\n\n

But what does it really mean to manage Customer Experience to become a relevant company or brand?<\/strong><\/p>\n\n

First, we need to properly manage customer experiences. Although there are many definitions of what constitutes customer experience, most highlight that it is the set of sensations and emotions that the customer perceives in the impacts and interactions throughout their life cycle with a company or brand. Beyond any definition, it is crucial to understand that Customer Experience is an emotion, something that is felt. And even if it’s an emotion, we can manage and measure it. For us, here are some of the most important CX factors<\/strong> :<\/p>\n\n

CX Involves Empathy<\/strong><\/h2>\n\n

Empathy is the starting point. If a company is not willing to understand and put itself in the customer’s shoes, it will never be able to connect with them. We must strive to get to know the customer, their preferences, their concerns, and their goals. In addition, it is crucial to humanize the experience, starting with humanizing the internal processes. While it is true that companies should seek to optimize resources, it should not be done at the expense of the ability to empathize with the customer.<\/p>\n\n

Although it is a reality that empathy depends largely on human intelligence, we increasingly see a role for artificial intelligence in humanizing experience. A technological revolution<\/strong>. <\/p>\n\n

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CX is Trust<\/strong><\/h2>\n\n

We seek to convey a reliable image, so that the client perceives us as a brand that cares about their well-being. Trust is built by demonstrating to the customer our knowledge, perceived quality and consistency. We must get it right again and again. There is an equation that describes it very well: Trust is the sum of Credibility<\/strong>, Reliability<\/strong> and Intimacy<\/strong>, amplified by customer orientation.<\/p>\n\n

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We highlight several characteristics<\/strong> of Trust:<\/p>\n\n