Challenges

What creates an exceptional customer experience?

While sound products and good service standards might be enough to win a client’s business, you need to go much further to stand out as something different and special.

Every year, Fortune & BusinessWeek publish a ranking of the world’s most admired companies and the best global brands. However, when we cross-reference these brands with the Institute of Europe’s Best Places to Work list, the number of top-ranking names falls dramatically.

The remainder – companies such as Microsoft, Pfizer, Diageo, L’Oreal and Johnson and Johnson – stand out as internationally renowned examples of the most successful brands in the world.

The link between the employee and the brand has already been established, but we set out to explore the way that factors related to this link directly affect the customer experience a company provides. What are the shared bonds that bring together brands, employers, employees and customers?

A question of experience

How do employees, their circumstances, environment and priorities impact on their relationships with customers? What factors define great customer experience? Which companies and sectors provide the best and worst customer experience? What’s the most efficient way to build an engaging
client experience?

There are numerous methods to engage current and potential customers. The challenge is to identify which methods your audience will actually buy into, and which will deliver the fastest results. How can you justify investing in your customer experience – and what aspects will deliver the fastest results?

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