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

CX Club Podcast with Ian Williams
09/12/2020 5 min
Episode #7 - Customer Experience Principle #6 - Customer Experience is about managing both sides of the equation

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Episode Synopsis


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.

More episodes of the podcast CX Club Podcast with Ian Williams

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Episode #10 - Customer Experience Principle #9 - Customer Experience doesn't belong anywhere within your business 30/12/2020
Episode #9 - Customer Experience Principle #8 - You only manage part of the customer's experience 23/12/2020
Episode #8 - Customer Experience Principle #7 - Forget Customer Experience 16/12/2020
Episode #6 - Customer Experience Principle #5 - Customer Experience is as strong at the weakest link 02/12/2020
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Episode #4 - Customer Experience Principle #3 - Customer Experience is not a business function 18/11/2020
Customer Experience Principle #2 - Customer Expeience and Customer Service are not the same thing 28/10/2020
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