Build meaningful connections: How to measure and improve CX for brand growth

Kantar research demonstrates that brands grow by being meaningful and different to more people: delivering on the functional and emotional needs required in their category, and demonstrating they offer something that sets them apart from their peers.

This is more than marketing. Experiences often contribute more than half to the memories and associations customers have for brands. In fact, Kantar's research has established that brands which improve their customer experiences are 2.5 times more likely to significantly increase their market share. Successfully differentiating requires an organization to consistently reinforce its positive associations at every possible opportunity. Great experiences are vital.

But how, where and when should these improvements occur? And what shape should they take? Which touchpoints make the biggest impact? How can you measure meaningful and different experiences?

In this webinar, Kantar CX experts will delve into the strategies and tools practitioners need to measure and improve CX to drive customer predisposition, loyalty and, ultimately, revenue. They will be joined by clients seeing a real business impact as they implement meaningfully different experience measurement into their CX program.

Attendees will learn:

• How to identify and measure the key touchpoints that create meaningfully different customer experiences.
• Strategies for using customer experience CX metrics to build emotional connections that drive predisposition, loyalty and advocacy.
• How to link CX improvements to measurable business outcomes, including revenue growth and competitive differentiation.
  

Speaker

Peter Aitken
Head of Customer Strategy and Insights
Kantar

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