Healthy Customer Experience – Infinite Possibilities.
How do we create HCX for you?
Organisations that create exceptional customer experiences can grow beyond their competition.
In the bustling subway, she noticed the abandoned umbrella. Its handle, worn and chipped, held a lifetime of rain-soaked memories. She picked it up, wondering about the person who’d left it behind. As she stepped out into the downpour, the umbrella unfurled, shielding her. Perhaps it wasn’t
forgotten after all.
We compose, create, and tell your story about how customers cherish it. We value you and your customers as value creators. We owe it our responsibility to make every important aspect of your journey a little bit better at all times. Our stories have played a meaningful role in preserving the culture and legacy. Our storytelling attitude has stood the test of time and created memorable HCX
across the industry and culture.
Our expertise in creating HCX through storytelling begins with understanding the context through appropriate tools and instruments. We weave a story only by properly understanding the context and organising resources. We craft and curate something inspiring, and together, we will create only that inspires and leaves a healthy experience.
The degree of customer experience is improving around the world beyond boundaries. Organisational research has seen an uplift in their overall value-creating ability. It has been noticed a tremendous increase in all markets together.
Value is the differentiator in product or service choices for the majority of customers.
When it comes to the customer's place, customers feel more vulnerable, less secure, and less in control than ever. They expect the brands they value digitally or physically - to deliver better, safer, secure and more seamless customer interactions at an affordable cost – to create value. We work with you to define, create and deliver value-based HCX that is right to the context, inspiring and modelled. Our meaningful and healthy customer interface – HCI fuels growth transformation by creating a healthy customer experience.
Customers do not pay us for the product or service we provide. They reward us for understanding their pain points and creating a healthy experience to overcome and heal them. Customers value healthy experiences over the price we quote for the product or service. Customers are willing to invest only in assets that provide a healthy experience. Customers do not value people engaged in low-yielding activities that earn them peanuts.
- Do you know anything about your customers' journeys, from where they started to where they are going?
- Are you continuously engaged in creating a value-based healthy experience for your customers?
- Are you engaged in creating a high-yielding healing touch for your customers?
- Are you performing to make the customers earn their true value?
- Are you presenting your product and services as a meaningful story?
- Why do you chase your customers?
- Are you consistently generating leads, clients, conversions and revenue?
The majority of customers expect organisations they deal with to provide the value they cherish.
While customers still buy brands as per their expectations and needs, people prefer buying from and into the brands whose actions align with their values. Brands are being transformed into a value.
This discipline has spawned a confusing welter of concepts and terms. We met people and discussed customer behaviour, marketing, value, innovation, research, insights, business intelligence, and even “customer experience.” Our sense of a prevailing haze in this area has only grown, and we are committed to filling it with clarity.
Being busy is different from being productive. Are you productive or busy? After all, nobody strives to be the "second-best" at something. Instead, you want to be better than every other organisation you're competing with and want your customers to know it, too. That's the key to keeping customers loyal and getting them to interact with your brand continuously. Your focus needs to
move from doing the everyday work to creating a revenue experience for your customers and leading the ship.
The business growth is not in the product or your services but in your storytelling attitude and how effectively you create a healthy customer experience. HCX can be an excellent differentiator for any business. However, churn occurs when a customer stops doing business with a brand, often because of a poor customer experience. At least 67% of this churn is preventable if the customer's pain points and the problem is resolved during their first interaction. That means we will retain customers and neutralise competition if we provide excellent HCX through effective HCI. We see our customers as guests at a party, and we are the hosts. It's our job daily to make essential aspects of the customer experience a little bit better – at least 01% better every time.
Certainly! Let’s explore creating a healthy customer experience (HCX) - a multifaceted dance where perceptions, emotions, and interactions intertwine to shape how customers perceive and engage with a brand or business. HCX is the sum of every touchpoint, whether online or in-store, from awareness to purchase to loyalty. Let’s unravel this intricate choreography.
Healthy Customer experience (HCX) encompasses customers’ holistic perceptions resulting from all interactions with an organisation's People, Process and Purpose. These interactions cover various channels of the organisation.
Imagine a tapestry woven from every encounter—a friendly greeting at the coffee shop, a seamless online order, a prompt resolution to an issue. HCX is the emotional residue left behind after each interaction.
Customers are concerned about the total experience not only the economic experience.
Brands creating HCE are leading over other brands.
- Philosophy: 360-degree understanding of what you are doing.
- Brand: How customers perceive your Philosophy.
- Content: Relevance of your Philosophy.
In today’s digital age, HCX is as vital as the products and people. Customers share their experiences publicly, shaping brand perception. HCX isn’t just transactional; it’s emotional. It influences loyalty, referrals, and advocacy. A customer journey isn’t a single touchpoint; it’s the entire arc—from awareness to post-purchase. It can include the onboarding of a new customer, the resolution of a technical issue, or the upgrade process. Focusing on complete journeys rather than isolated touchpoints drives better outcomes. So, whether designing a seamless onboarding process, enhancing your website’s usability, or ensuring prompt customer care, remember that HCX isn’t a luxury; it’s the heartbeat of lasting relationships.
Brands are perceived to be providing greater value for money.
