Happy customers are loyal customers. Over time, continuously delivering consistent customer experience that goes ‘above and beyond’ previous experiences will lead to customer loyalty. A loyal customer is willing to stay with your brand, even if it is easier or cheaper to go with someone else.
It’s a journey that requires input from all the parties – the customer and the brand. The customer tells you what value means to them and you make it happen or even exceed their expectations.
This interaction must cut across all the touch points – physical or digital and includes customer attraction, awareness, discovery, cultivation, purchase and use of a service as well as advocacy. The customer has a huge role to play in this process and CPPL will work with you and our partner (Dulu) to go through the journey from the point of no experience to point of good (branded) experience delivered consistently.