A new start for the whole world
A new era of customer expectations is here. A new type of customer relationship came into being based on the increasing use of digital applications. The underlying technologies that made this possible were the internet, mobile devices, and social media. In the meantime, the curve of customer expectations based on these technologies has reached its […]
The largest Digital Training Course ever
Although many think change is the only constant, there is one thing that never changes: If companies want to keep their customers, they must make sure they can meet the basics expectations of customers (in terms of price, product, and service) and satisfy their personal challenges. In 2020, the world experienced (and we all took […]
What comes first: Customer service, customer-centric or customer experience?
Customer-centricity comes first, followed by customer experience, and then customer service. Customer-centricity: Being customer-centric is the foundational mindset and approach that drives all customer-related initiatives. It involves understanding and prioritizing customer needs, preferences, and expectations throughout the organization. Customer-centricity sets the stage for creating a customer-focused culture and informs decisions and strategies that aim to […]
Is being customer centric the same as customer experience?
No, being customer-centric and customer experience are not the same, although they are closely related. Being customer-centric refers to an organization’s approach and mindset that puts the customer at the center of its business strategy, decision-making, and operations. It involves understanding and meeting customer needs, preferences, and expectations effectively. A customer-centric organization prioritizes the customer’s […]
How to identify the gap to create a Great Customer Experience?
To identify the gaps in your current customer experience and understand where improvements are needed, you can follow these steps: Gather customer feedback: Collect feedback from your customers through surveys, interviews, focus groups, or online reviews. Ask specific questions about their experience with your brand, products, and services. Pay attention to both positive and negative […]
What are the main trends in CX to consider?
Looking ahead is always a tricky business. While the turn of the year presents an opportunity to take a fresh look at your strategy and plan where to focus your energies, it can be hard to sort real trends from hype. In 2023, leaders will have to search for ways to do mores with less, […]
Why Creating Connected Delivery Models?
To create superior Customer Experiences! At the end of the day, it is not about us, it is about the customer. Customers have the final decision to stay or leave. We need to be smart and find the ways to connect with our customers and to create the bond that will allow us to have […]
Customer happiness or efficiency? Superior Customer Experience or lowering costs?
How does your company respond to these questions? How would you respond? To adequately respond to these questions, you need a customer-company-connected-strategy that creates value by breaking the existing trade-offs between the value that a customer receives and the cost that the company incurs. The reward of a connected strategy is providing more value to […]
5 Focus Areas to Deliver the Greatest Customer Experience
As disruptive technologies and rapid market changes reshape entire industries, leading companies are turning to customer experience for a competitive advantage. Nowadays it is an imperative to implement a data-science-based methodology to improve customer experience by identifying, quantifying, and prioritizing customer experience gaps and opportunities. With the necessary combination of qualitative and quantitative customer understanding, […]
The 3 columns that support impressive business sustainability
We need to act now if the purpose is to thrive! The new journey has begun! In Dogma, we aim to spark the fire of knowledge that triggers a form of action, because the more we know, the more we are inspired to act. And we need to act now if we really aspire to […]
