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This content was posted on  26 Sep 23  by   Cognitive Edge  on  Facebook Page
Customer experiences as #narrative landscapes! A company sees customer experience as the make or break …

Customer experiences as #narrative landscapes! A company sees customer experience as the make or break for succeeding at a brand transformation or a brand change initiative. Most if not all of my introductory conversations emphasize that SenseMaker® is a narrative or engagement-driven solution that uses technology to aid in scalability as well as to facilitate wider and deeper scanning….The experience was shared by Michael Cheveldave a long time ago.

🌟 So thinking about customer experience, if you engage your employees widely in observing and noticing the #customerexperience in fragmented moments as they occur on a day-to-day and week-to-week basis, and gather the deeper meaning of each of those moments with the signification process embedded in #SenseMaker, you will have very quickly engaged your #organization in becoming a sensing network capturing a diversity customer experiences as they occur.

🌟 The image (attached) highlighted two particular areas. Area A represents customer experience stories where the focus is on solutions but the experience is quite new. Area B shows customer experience stories where the respondents said these are very common occurrences and relate to situations where the focus is on processes or procedures.

🌟 Now to take this even further, if you gather experiences and observations from your customers using the same SenseMaker® framework you can contrast how your employees are seeing customer experiences with how the customers are seeing their own experiences. This contrast will allow you to adapt and evolve your customer experience #strategy in real time with much more authentic feedback. And once you quickly build your customer experience knowledge base to thousands or even tens of thousands of recorded micro-narratives you will have established a comprehensive current customer experience narrative landscape. #businessdevelopment

✨ We invite you to connect with our Senior Consultant for a personalised discussion on how SenseMaker® can benefit your business, data collection, or research needs 🤜 https://thecynefin.co/contact/?utm_source=MBR-FB-Post&utm_medium=MBR-FB-Post&utm_campaign=MBR-FB-Post&utm_id=MBR-FB-Post

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