<p>You deliver the experience to the customer via your service, product and channel propositions (the value proposition), however the experience is judged against what the customer expected from you, which is, in part, governed by your brand promise.</p>

You deliver the experience to the customer via your service, product and channel propositions (the value proposition), however the experience is judged against what the customer expected from you, which is, in part, governed by your brand promise.

Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation

The CX Club podcast looks at the good, the bad and the ugly of the CX world... 
This is what you can expect over the first 30 shows:
Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM
Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise
Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation

Business

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The CX Club podcast looks at the good, the bad and the ugly of the CX world... This is what you can expect over the first 30 shows: Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX & CEM Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation

The CX Club podcast looks at the good, the bad and the ugly of the CX world... 
This is what you can expect over the first 30 shows:
Shows 2 - 12: CX Principles - establishing the appropriate mindset for CX &amp; CEM
Shows 13 - 20: CX as a Business Discipline - a step by step look at Customer Experience as a data-driven, customer-led business transformation exercise
Shows 21 - 30: Customer Experience Determinants: Things that are not directly involved in CX, but have a major impact on the successful delivery of CX transformation

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Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation

Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation