Join this webinar to learn effective approaches and strategies that help businesses to drive growth, create new innovations, and enhance customers’ experiences.
Date: Wednesday, June 21 Time: 9 AM EDT (UTC -4) / 4 PM EEST (UTC +3) Running time: 45 min
Are you continuously seeking ways to drive growth and innovation in your business while putting your customers at the center? If the answer is yes, this webinar is for you.
On June 21st, we’ll have an exciting webinar with Rachel Kaye, the Global Upstream Marketing Manager of Teleflex Medical – Urology Care, where we’ll revolutionize the way you approach business success with a strong focus on customer-centricity.
During this webinar, Rachel will guide you through the powerful strategies of Outcome-Driven Innovation (ODI) and Jobs-to-be-Done (JTBD) theory created by Tony Ulwick, emphasizing how these methodologies can help you identify and quantify your customers’ needs effectively.
In this webinar you will learn:
Identify and quantify your users’ needs using outcome-driven innovation and jobs-to-be-done theory
Bring outcome-driven decision-making into all aspects of marketing and customer experience
Understand the overserved and underserved needs of your customers
Create strategies that are agnostic to external variations in the market
Welcome to learn new ways to enhance your customers’ experiences and drive business growth!
PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!
About the speaker:
Rachel Kaye Global Upstream Marketing Manager at Teleflex Medical – Urology Care
Rachel is an integral part of Teleflex’s global marketing team. She is the marketing lead for the PLM of Teleflex’s complete Urology product portfolio, which includes both products for the hospital and homecare market. As a passionate Marketeer, she prides herself on her ability to make data-driven decisions and is on a constant quest to remove bias from her work. One of the main tools for that is JTBD & ODI methodology which she uses, in some form or another, on a daily basis.
When the pandemic hit, it became quickly clear that businesses thatinvest in Customer Experience are the ones that survive and the companies that couldn’t keep up with customers’ needs are shut down. Even though we have seen some great days, the truth we all know is that challenging times haven’t ended. Your customer experience is what differentiates you from your competition, and helps your customer choose you in any market situation.
Is your business focusing on Customer Experience today? And are you doing it the right way?
At this webinar, our experts Pasi Brusi from FuturelabExperience and Jaakko Männistö from Feedbackly will help business leaders understand the role of CX in tough times and how to ensure visible results and ROI already in the short term.
In this webinar you will learn:
What is the primary goal for improving CX
Why is it especially important to focus on CX during challenging times
How does better CX improve company profitability
How to utilize CX data already today through modern technology
A practical case about how you can turn your customer feedback and CX data into measurable sales and growth already in short-term
PS! No worries if you are not able to attend in real-time. Register now and we’ll send a recording afterward!
About the speakers:
PASI BRUSI Senior Consultant at Futurelab Experience
Pasi is an associate in Futurelab Experience, which is a consultancy specializing in CX strategy development. Before Futurelab, Pasi worked in various sales & marketing, and business management roles, which gave him a good understanding of the role of each organizational function in developing the customer experience. A deep understanding of customer value management, analytics, research, marketing, and loyalty programs helps to recognize different ways to take the CX to the next level.
JAAKKO MÄNNISTÖ Founder & CEO of Feedbackly, Awarded CX Leader, Researcher
Jaakko is a startup entrepreneur and an internationally awarded CX professional. Jaakko is a founder and CEO of Feedbackly, co-founder of CX Academy and CXforum. He also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.
In today’s business landscape, delivering a superior customer experience is more important than ever. With a vast array of products and services available to customers, companies must go above and beyond to ensure they stand out against their competitors.
Improving customer experience metrics is essential to achieving this goal. In this blog, we’ll explore four key areas businesses can focus on to improve their customer experience metrics: personalisation, omni-channel experience, emotional intelligence, and data-driven customer experience metrics.
Personalisation
Personalisation is a crucial element of a successful customer experience strategy. Customers want to feel valued and appreciated making personalisation an excellent way to achieve this.
Companies can use a variety of techniques to personalise their interactions with customers, such as:
Collecting customer data: gathering data on customer preferences, behavior, and demographics can help companies tailor their interactions with customers.
Offering personalised recommendations: recommending products or services based on a customer’s past purchases or browsing history can help companies offer personalised experiences to their customers.
Using customer names: Using a customer’s name in interactions can create a more personal connection and make customers feel valued.
Personalisation can increase customer satisfaction and loyalty, ultimately improving customer experience metrics.
Omni-channel Experience
An omnichannel experience refers to providing customers with a seamless experience across multiple channels, such as online, mobile, and in-store. Customers expect to be able to interact with companies across multiple channels, and companies that fail to provide a seamless experience risk losing customers. To improve their omni-channel experience, companies can:
Ensure consistency across channels: companies should ensure that their branding, messaging, and customer service are consistent across all channels.
Use technology to track customer interactions: companies can utilise technology to track customer interactions across multiple channels, providing a more personalised experience.
Offer multiple channels for customer service: providing customers with multiple channels for customer service, such as phone, email, and chat, can help improve the overall customer experience.
Emotional Intelligence
Emotional intelligence is the ability to understand and manage one’s emotions and the emotions of others. In the context of customer experience, emotional intelligence can help companies provide a more empathetic and understanding outlook to their customers. To improve emotional intelligence, companies can:
Train employees on emotional intelligence: companies can train their employees to help them better understand and manage customer emotions.
Use customer-feedback to improve emotional intelligence: companies can use customer-feedback to understand how customers feel about their interactions.
Offer empathy and understanding: encouraging empathy and understanding towards customers can go a long way in improving overall customer experience.
Data-Driven Customer Experience Metrics
Data-driven customer experience metrics refers to using data to measure and improve customer experience metrics. Companies can use a variety of metrics to measure customer experience, such as:
Net Promoter Score (NPS): NPS measures how likely customers are to recommend a company’s products or services to others.
Customer Satisfaction Score (CSAT): CSAT measures how satisfied customers are with a company’s products or services.
Customer Effort Score (CES): CES measures how easy it is for customers to interact with a company.
By using data to measure customer experience metrics, companies can identify areas for improvement and make data-driven decisions to improve the overall customer experience.
In conclusion, improving customer experience metrics is crucial for businesses looking to stand out from the competition. By focusing on personalisation, omni-channel experience, emotional intelligence, and data-driven customer experience metrics, companies can provide a superior customer experience and improve customer loyalty and satisfaction.
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