A brand is defined by the Customer’s Experience (CX). And hence it’s not a surprise when we see the Brands with the best CX scores, also topping the list of Brand Health metrics of awareness, consideration, purchase and recommendation.
Our brand’s image is not what we say, but the thoughts, feelings and service levels that our customers’ experience (CX) when interacting with us. Every touchpoint makes a difference in how the brand is positioned and whether customers believe in its Promise. It is hence imperative to understand these touch points and identify what truly our customers want V/s what they experience. With the power of Connected Data, we can integrate CX and leverage it to improve the overall brand health.