Customer experience benchmarks
This sprint pack is currently in pre-production
THIS SPRINT PACK IS CURRENTLY IN PRE-PRODUCTION.
IT IS SCHEDULED FOR LAUNCH TOWARDS THE END OF 2018
Even with the best of intentions, customer experience efforts have a tendency to become internally focused. By regularly comparing your company's performance to that of your experience competitors, you stay alert to both competitive threats and opportunities.
In this sprint pack, we will therefore cover:
- the ways to identify your experience competitors (and regardless of your industry, they include Amazon, Apple and Netflix);
- how to set up a benchmark that evaluates the experience of your direct competitors in a way that is comparable to your own;
- the methods to use this benchmark information as a driver for action.
Alain Thys is one of Europe's veterans in customer-centricity and human media.
His contributions influenced the experience of over 500 million customers and 350,000 employees in 100+ countries. This journey has taught him - the hard way - what works and what doesn't when the customer buzzwords fly around.
Today, he shares his knowledge where he can. He acts as customer coach, experience architect, speaker, author, storyteller and non-executive advisor.
For more information on Alain, visit www.alainthys.com.