Customer Experience Strategy

Being customer-centric – when we invest in customer experience, our customers invest in us
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Anders Borcher Iversen
Christian Milner Nymand

Community Owners

Everything starts and ends with the customer. It is crucial to anchor your company’s WHY, your commercial strategies as well as your transformation process in deep customer insight.

Put your customer at the centre of your decision-making processes by always thinking outside-in. Define an appealing WHY for your organisation. Tailor your value propositions to your WHY and your customers’ most important needs and aspirations.

Why becoming obsessed with your customer is the way to win
  • Customer retention – customers who have a high-quality experience are 2.7 times more likely to keep doing business with a brand*.
  • Cross-sell and up-sell potential – customers who have a high-quality experience are 3.6 times more likely to buy additional products and services from a brand*.
  • More new customers – positive word-of-mouth from happy customers accounts for about 3% of total customer experience-fuelled revenue potential in most industries*.

Implement can help you define and design your commercial strategies as well as the transformation processes needed to ensure full ownership and involvement in the organisation.

Based on deep customer insights, we co-create and implement game-changing and winning customer experiences with our clients.

*) Source: Forrester: Why And How To Lead A CX Transformation, June 2017