Creating a High-Impact Customer Experience Strategy

가트너-CX 전략을 세우는 방법

-개인화가 잘 되지 않고 있음-중요하나 성공적이지 않음
-CX Loyalty Model-4개 분야 12개 요인으로 정리-표 존재-매우 중요
--4개 요인: Interaction Experience / Product Experience / Brand Perception / Price
---Interaction Experience : Interaction Quality / Interaction Convenience / Interaction Personalization / Interaction Uniqueness / In-Experience Learning
---Product Experience : Product Utility / Product Usability / Customer Needs Alignment / Life Enrichment
---Brand Perception : Brand Leadership / Brand Alignment
---Price : Price to Value
--충성도와의 관계-Interaction Experience은 카노 모형의 기본 요소 같이 작용, Product Experience는 만족 요소 처럼 작용
-중요 시사점

1. Build a CX Strategy Rooted in Salience

2. Recognize and Seize Opportunities to Enable Customer Self-Affirmation

*반드시 읽을 것