experienceGPT
What it is
A toolkit to create a differentiated, distinct, and memorable Consumer Experience. How to create the experience that the consumer wants to keep coming back to, and looks forward to. The dimensions through which the brain looks at an experience, and evaluates the joy and desire created by it. The 6 dimensional experience framework to transform a consumer experience – be it a Retail experience, a clinic or hospital experience, or a hospitality or travel experience.
IN USE
Client Value Delivered
Client was a hospitality provider to whom customer experience was the most important metric. The client had focused heavily on some elements of the Customer Experience framework and had completely neglected the other dimensions – this resulted in a lack of brand loyalty and Netpromoter scores. Algorithmic approach to generating and augmenting the customer experience along the 7 dimensions of consumer experience improved the use of points and loyalty programs substantively while positively impacting Netpromoter scores.
Who Should Use It?
Customer experience leaders and executives. Brand managers and brand marketers. Trade spend managers. HR executives seeking to transform employee experience.