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Customer Experience Foundation

E-Score and other sciences

Every stakeholder is a customer of the experience you create

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    Characteristics

     

    MOST CUSTOMERS….are in this group for most products and services

    They really don’t care enough to engage

    Statistically the largest group  of customers for most organisations

    Hard to gain participation except as part of a bigger exercise.

    Don’t answer surveys or talk your brand.

    Important - All feelings depend on importance as well as strength

    This is the group that decides the financial health of most organisations

     

    This is when there maybe an extremely low emotional engagement and the actual experience is the defining factor in a decision.

     

    This group have a dissociative relationship with your organisation* where CX alone can change outcome

    ​

    A large proportion of your customers decision is made in circumstances when customers don’t care

    Part of the group

    0>2

    Don’t Know

    Don’t Care or both!

     

    The largest group of customers for most brands

    Risk

    Competitors targeting, to identify dissatisfaction or lack of engagement through offers

    Can slip down scale or churn if an offer doesn’t meet their expectation.

    Low engagement – Low loyalty

    Action

     

    Requires active marketing to maintain a steady state, to prevent a negative slide and churn.

    If you want to engage with them you have to bring something more than “I want to ask you questions” to an experience.

    Behaviours

    Overall Passive or indifferent to your brand

    + Think you are OK at what you do but don’t really care about it.

    - Think you are slightly worse than OK but not enough to move

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    Customer Experience Foundation

    A private foundation dedicated to best practice For information

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    Email. info@cxfo.org