“Rut Row, Shaggy”. Do your clients know you?

Forrester analysts predict that the number of businesses that will improve their CX (customer experience) quality will double in the coming year. That means accelerated business transformation, higher customer experience expectations, and the adoption of new technologies. "Rut row Shaggy"... (Scooby-Doo reference, Google it if needed) It also means the competition is getting smarter. What does this mean for you? Are you in trouble? Will it be your competitor making the gains, or will it be you? (If you are a DSNi Inner Circle Member, it will definitely be you coming out on top) In a recent article 92% of people who gave a high score for emotion said they were likely to purchase more from that company. (XM Institute) I have been saying this for years! Nice to finally see a survey that supports it. If you have an emotional connection with your clients / patients, you will have them for life. Which means you need to KNOW your clients. Really KNOW them. Their likes, dislikes, how they like to buy, where they like to buy, what motivates their buying decision, etc. And you clients / patients really need to KNOW you!

• What you stand for
• What you really sell
• What makes you tick
• Why do you do what you do
• Some hint into your personal life (leave your shoe or bra size out)

Emotion and Empathy must be at the heart of your client experience strategy.

Remember, you won't profit unless you implement!