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With startups ready to disrupt traditional players, established firms need to form an even stronger bond with their customers instead of waiting for customers to reach out to them.<\/p>\nWith startups ready to disrupt traditional players, established firms need to form an even stronger bond with their customers instead of waiting for customers to reach out to them.<\/p>\n
The traditional Customer Experience<\/a> model\u2014referred to as the \u201cacquire what we make\u201d model\u2014is characterized by occasional interaction between the companies and the customers, once a customer ascertains her\/his needs and looks for products or services to fulfill them.\u00a0 In this model, companies do all they can to offer quality products or services at a competitive price, while their marketing and operations are based only on brief engagement with the customers.\u00a0 Because of the occasional connection with the customer in this approach, the vendor has little knowledge of the difficulties a customer faces to procure a product or service.<\/p>\n With each passing day the tactics that organizations use to connect with their customers are undergoing rapid transformation. \u00a0Technology and customized digital interactions provide companies the means to build deeper relationships with customers.\u00a0 Organizations pursuing Customer-centric Design<\/a>, today, are addressing customers\u2019 needs the moment they occur\u2014or even before that by virtue of \u201cConnected Customer Strategies.\u201d<\/p>\n Connected Customer Strategies<\/a> call for the companies to maintain customer relationships round the clock (24×7).\u00a0 These strategies demand from the organizations to develop an assortment of new capabilities (e.g., invest in Big data and Analytics), connect with the customers on a regular basis, track their activities, and offer customized experiences and offerings.\u00a0 These strategies are not about using modern technology, rather the methods companies should adopt by using technology in creating delightful experiences and long-standing associations with the customers.<\/p>\n There are 4 distinct Connected Customer Strategies that are instrumental in developing exceptional Customer Journeys:<\/p>\n Let’s discuss the first 2 strategies in detail now.<\/p>\n Organizational Leadership<\/a> needs to carefully consider adopting the most suitable connected customer strategy. \u00a0The Fast Response strategy, as the name suggests, is about prompt and flawless delivery of required services and products to the customers.\u00a0 To adopt Fast Response strategy, organizations need to ascertain the customer requirements carefully and simplify their purchasing process.<\/p>\n The core capabilities needed to implement this strategy include prompt delivery, minimal friction, flexibility, and precise execution.\u00a0 This strategy is appropriate for knowledgeable yet authoritative customers who dislike disclosing their personal information.\u00a0 Using this strategy, a prompt response to a customer needing replacement of a product should be a simple yet accurate, couple-of-click online ordering process and the order should be delivered a few hours later.\u00a0 The aim of the Fast Response strategy is to reduce the amount of time and energy the customers spend on procurement as much as possible.<\/p>\n Organizations using Personalized Recommendations strategy help customers identify their needs by presenting various options to them.\u00a0 The strategy involves active involvement of firms in assisting their customers by offering a menu of customized offerings\u2014as soon as the customers have finalized their requirement but before their decision on how to fulfill it.<\/p>\n This strategy is suitable for customers who are willing to share their data with the company and value advice but still hold the final say.\u00a0 With the Personalized Recommendations<\/a> strategy at work, the journey for a customer needing a product replacement could simply involve the customer\u2019s visiting a company\u2019s website, automatic suggestions to customer about the correct product based on her\/his prior shopping history, the customer ordering the suggested product, and receiving the delivery a few hours later.<\/p>\n Interested in learning more about the other Connected Customer Strategies<\/a>?\u00a0 You can download an editable PowerPoint on Customer Experience: Connected Customer Strategies<\/strong> here<\/u><\/a> on the Flevy documents marketplace<\/a>.<\/p>\n You can download in-depth presentations on this and hundreds of similar business frameworks from the FlevyPro Library<\/a>. FlevyPro<\/a> is trusted and utilized by 1000s of management consultants and corporate executives. Here’s what some have to say:<\/p>\n “My FlevyPro subscription provides me with the most popular frameworks and decks in demand in today\u2019s market. They not only augment my existing consulting and coaching offerings and delivery, but also keep me abreast of the latest trends, inspire new products and service offerings for my practice, and educate me in a fraction of the time and money of other solutions. I strongly recommend FlevyPro to any consultant serious about success.”<\/p>\n \u2013 Bill Branson, Founder at Strategic Business Architects<\/p>\n<\/blockquote>\n “As a niche strategic consulting firm, Flevy and FlevyPro frameworks and documents are an on-going reference to help us structure our findings and recommendations to our clients as well as improve their clarity, strength, and visual power. 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While FlevyPro contains resource material that any consultancy, project or delivery firm must have, it is an essential part of a small firm or independent consultant’s toolbox.”<\/p>\n \u2013 Michael Duff, Managing Director at Change Strategy (UK)<\/p>\n<\/blockquote>\n “FlevyPro has been a brilliant resource for me, as an independent growth consultant, to access a vast knowledge bank of presentations to support my work with clients. In terms of RoI, the value I received from the very first presentation I downloaded paid for my subscription many times over! The quality of the decks available allows me to punch way above my weight \u2013 it’s like having the resources of a Big 4 consultancy at your fingertips at a microscopic fraction of the overhead.”<\/p>\n \u2013 Roderick Cameron, Founding Partner at SGFE Ltd<\/p>\n<\/blockquote>\n “Several times a month, I browse FlevyPro for presentations relevant to the job challenge I have (I am a consultant). When the subject requires it, I explore further and buy from the Flevy Marketplace. On all occasions, I read them, analyze them. I take the most relevant and applicable ideas for my work; and, of course, all this translates to my and my clients’ benefits.”<\/p>\n \u2013 Omar Hern\u00e1n Montes Parra, CEO at Quantum SFE<\/p>\n<\/blockquote>\n","protected":false},"excerpt":{"rendered":" With startups ready to disrupt traditional players, established firms need to form an even stronger bond with their customers instead of waiting for customers to reach out to them. The traditional Customer Experience model\u2014referred to as the \u201cacquire what we make\u201d model\u2014is characterized by occasional interaction between the companies and the customers, once a customer… 4 Connected Customer Strategies to Create a Superior Customer Experience<\/span><\/a><\/p>\n","protected":false},"author":110,"featured_media":6028,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"neve_meta_sidebar":"","neve_meta_container":"","neve_meta_enable_content_width":"","neve_meta_content_width":0,"neve_meta_title_alignment":"","neve_meta_author_avatar":"","neve_post_elements_order":"","neve_meta_disable_header":"","neve_meta_disable_footer":"","neve_meta_disable_title":"","footnotes":""},"categories":[81],"tags":[1859,840,1857,1858,1780,1478],"class_list":["post-5922","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-strategy","tag-connected-customer-strategies","tag-customer-experience","tag-customer-experience-strategies","tag-customer-interaction","tag-customer-journeys","tag-customer-relationship-management"],"_links":{"self":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5922","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/users\/110"}],"replies":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/comments?post=5922"}],"version-history":[{"count":9,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5922\/revisions"}],"predecessor-version":[{"id":7855,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/posts\/5922\/revisions\/7855"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media\/6028"}],"wp:attachment":[{"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/media?parent=5922"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/categories?post=5922"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/flevy.com\/blog\/wp-json\/wp\/v2\/tags?post=5922"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n
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<\/a><\/p>\nFast Response <\/strong><\/h2>\n
Personalized Recommendations<\/strong><\/h2>\n
Do You Find Value in This Framework?<\/h2>\n