Hello everyone.
It is Senzaki of Dialogue Platform Asia, Inc.
We are supporting for “building hypotheses" necessary to solve your problems.
Last time, we introduced the power to be simple at the touchpoints with customers.
This time, we will introduce the caring of customers' emotions.
Especially this time, we will briefly explain the transition to the customer's emotions.
CSM ⇒ CRM ⇒ CXM
"Customer satisfaction is the first!"(CSM in the 1990s)
"Build relationships with customers!" (CRM in the 2000s)
"Direct the customer experience!"(CXM in the 2010s)
We still see these wonderful keywords all over the place.
THE AGE OF CEM
Customers are looking for products that will clean up their jobs first.
That is, it meets the functional value.
It is movement of emotion that ultimately boosts product selection.
Due to mutual efforts of each company, the difference in function is slight.
Therefore, the appeal to 'EMOTIONS' becomes more and more important.
Dropping points
Emotions are expressed at all touchpoints with customers.
We are closely watching the points where your customers feel departing.
We call it a dropping point.
Next time we will introduce care to emotions through this dropping point.
If you are interested in this theme, please contact us in your convenience.(Please click here!)
Thank you very much for reading by end this time.
For everyone and your family, please take care of yourself.