Why a focus on your brand experience translates into real returns
The magnificent 7 of CX
Analysis of Kantar’s BrandZ data shows that brands with great customer experience grow their brand value 10 times more than brands with average CX. It’s a no-brainer then why getting customer experience right is essential to your marketing toolkit.
CX was already high on business leaders’ lists as a genuine differentiator and driver of brand growth – even more so now as COVID-19 is proving to be a game changer for brands as experiences take on new meaning. This is truly a watershed moment for brands where their success will be determined by how well they adapt to consumers’ new needs and emotions, habits and behaviours that have emerged during the pandemic.
How people experience your brand can convert a crisis into an opportunity. The key is to understand the major levers of customer experience that can transform your business, reinforce brand choice and ultimately grow your bottom line.
Barbara Cador, Global Head of CX+ shares 7 CX lessons and unpacks global evidence-based learnings for South African brands.
11 March 2021