Customer Experience
Act on decision-ready insights that explain why customers feel a certain way with steps to improve CX
SWOT provides the strategic lens to view customer or employee experience from the human perspective, based on emotional responses.
Strengths are aspects of your HX that generate emotions like ecstasy and trust in high volumes
Maximise the themes that generate the most customer and employee delight to offset weaknesses
Opportunities are aspects of your HX that generate emotions like admiration, but in low frequency
Capitalising on opportunities can lead to a big boost in your brand, encouraging future growth
Weaknesses are aspects of your HX, be it customers or employees, that generate emotions like rage and anger in high volumes
Address or offset your weaknesses before they further damage brand reputation
Threats are aspects of your HX that generate emotions like disgust and sadness, but in low frequency
If action isn’t taken and threats are allowed to spiral, they may become some of your brand’s biggest weaknesses in the future
Act on decision-ready insights that explain why customers feel a certain way with steps to improve CX
Identify how employees feel to drive engagement, reduce attrition and attract the best talent
Benchmark performance against competitors to learn how to differentiate and compete for better HX