Do you truly understand what your customers, patients, residents, or clients really want in their experiences? Are you struggling with your mission statement, values, and principles to lead your organisation into a new phase of growth or stability?
If you’re eager to explore the transformative power of Purpose in the realm of customer and patient experiences, don’t miss our upcoming webinar.
Join us on September 28th for an engaging webinar with Alan Forbes, the CEO of Patient Experience Group and one of Australia’s most trusted advisors to senior Healthcare executives. Alan will explore the important role of Purpose throughout the customer experience journey, using the patient experience as an example.
In this webinar, Alan will detail the common pitfalls and misconceptions surrounding patient expectations and unpack some challenges that have trapped various businesses in substandard experience delivery.
In this webinar you will learn:
How to redefine your own organisations’ purpose to focus on patient experiences
Why changing mindsets around how we understand and explore patient experiences is critical
What to consider when you are developing strategies for change
As a thought leader in the healthcare industry, Alan shares expertise and insights with audiences worldwide, inspiring and guiding them to break through siloed thinking and foster an all-inclusive approach that prioritises the patient. As CEO of Patient Experience Group, he has worked with healthcare organisations of all different shapes, sizes, and specialties; from aged care to large hospitals and even private practice, delivering innovative solutions and positive change. In his book, “The Patient Experience,” he offers practical strategies and actionable steps to enhance patient satisfaction and organisational success. His mission is to empower forward-thinking executives to provide the best possible experience for their patients and staff and ensure the utmost confidence in their organisation.
Measuring customer emotion as part of Customer Experience is a rising trend. It is a logical trend, considering that 90% of the decisions people make are emotion-based, but how to use something as abstract as customer emotions to impact your business results?
The truth is that customer emotion is no more an abstract term. Customer emotion can be evaluated in numbers, for example, with the help of the Emotional Value Index (EVI®). At this webinar, together with the Emotional Experience expert Jaakko Männistö, we will look into various examples of how any business can use data about customer emotions in action-taking. And, we’ll not talk about any actions, but you will see practical examples of activities that you can use to support your business goals with the help of better CX (conversion rates, revenue, etc.).
Welcome to join another super practical CXforum webinar!
In this webinar you will learn:
How to measure customer emotion in the CX context
What KPI to use for evaluating the Emotional Experience of your business
A bunch of practical examples of how to use data about customer emotions
What are the outcomes you can expect from the actions based on Emotional Experience data
JAAKKO MÄNNISTÖ Awarded CX Leader, Founder, 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.
We know CX matters when it comes to sales. Today, a whopping 46% of consumers say that customer experience is the main driver of the purchase decision whereas pricing is only 20%. But what is the main driver of customer experience? Emotions.
Emotions are the key drivers that ultimately determine whether we buy or not. They comprise the most vital part of the customer experience: Everything from customer satisfaction to the willingness to recommend is tied to them. Furthermore, once we’ve decided to buy, we choose which company to do business with based on the experience and the emotional drivers behind it.
The research done by Mr. Colin Shaw and his team from the London School of Economics shows that rather than focusing solely on NPS and CES, you need to shift your attention to creating emotions that you want to elicit throughout the customer journey and find a way to measure them.
This led to the creation of the EVI® or the Emotional Value Index. The Emotional Value Index (EVI®) measures the level and types of emotion that drive your sales. It automatically delivers invaluable data and insight which can be used to optimize your business to drive better results.
More than ever before people are used to getting what they want now. The pace of life is getting faster and this also has an impact on how your customers behave and what they expect from you. The only way to engage with your customers at the correct time and place, and therefore provide them with a personalized Customer Experience is to use marketing automation.
At this webinar, we will open up more about how you can use marketing automation to collect as well as use your customer feedback. Nowadays, marketing automation has become an essential part of a CX infrastructure.
Why and how to use marketing automation as part of your CX infrastructure
How to use marketing automation to drive business and engage your customers throughout the customer journey
How to automate the measurement of the entire customer journey
Practical examples of how to utilize customer experience data at different points of the customer journey to maximize profits
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:
JOHANNA HÖGLUND Sales and CX Professional, Regional Sales Director @ APSIS
Johanna is a sales professional with a passion for people and customer success enablement. She has long experience in sales, customer success management, and business development in various industries from logistics to network marketing and pharmaceuticals, and the past decade working with sales in different positions within the digital marketing software industry.
JAAKKO MÄNNISTÖ Awarded CX leader, Founder, Researcher, CEO @ Feedbackly
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, and the author of the CX handbook The Journey. He also is one of the developers of the Emotional Value Index (EVI®) measurement framework and a global front-runner in Emotional Experience.
Every business wishes to provide people with products and services that they find valuable. To make it happen, your existing and potential clients need to find your product and the product needs to provide them with value – that makes sense, right. By mapping and understanding your customers’ journey, you can do exactly these two things mentioned – you will know where to find your customers and you will know how to provide them value.
Customer Journey is a structured overview of each buying stage your customer goes through from finding information about your products or services to purchasing them and coming back for more.
Stages of a typical eCommerce customer journey could be Awareness, Consideration, Purchase, Delivery, Product/Service, and Loyalty. The exact journey steps vary based on your business type (brick-and-mortar, B2B, etc.).
Pro tip! Always remember to approach the journey mapping from customers’ eyes – what are the stages that your customers go through in a buying process.
Next, you would need to map a couple of aspects for each stage that will give you the perfect overview of how you can provide your customer with the best possible products/services and Customer Experience as a whole. Luckily, there is no need to invent the wheel, because there is an existing ready-made Customer Journey Map Template that you can very easily fill up with your business information and you are ready to rock!
This free Customer Journey Map template helps you map your:
Customer goals and activity
Customer touchpoints with your business
Customer feedback collection methods and KPIs
Company goals and activity
Challenges and the main KPI for each customer journey stage
Ownership of processes
Thank you Feedbackly, for sharing this very highly valuable document with us. This template is used by thousands of CX and marketing professionals around the world. We hope you will find it useful, too!
Download your free Customer Journey Map Template here:
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