Originally posted by Bombbomb.com
How do you truly differentiate yourself as a business?
If your thinking goes straight to your product, features, or pricing, you need to dig a little deeper.
True differentiation occurs far beyond that.
It involves a marriage between the employee experience (EX) and customer experience (CX). And it all begins with gathering employee feedback alongside customer feedback.
The old way of going to market involved designing a product, throwing it out there, putting some sales and marketing muscle behind it, and hoping it sticks. The new approach is to start with the customer by doing a concept validation before investing in a big idea. But you need to take the concept to your employees, too.
Today’s guest on The Customer Experience Podcast, Stacy Sherman, tells you how. And she’s got a “heart and science” approach to the process.
Stacy is the Head of Customer Experience and Employee Engagement at Schindler Elevator and the Founder at DoingCXRight. With a background in account management and years of customer experience coaching, she talks about using the EX/CX intersection to market.
• How Stacy views customer experience
• How employee experience relates to employee engagement
• What effective co-creation looks like
• How video promotes engagement
• Why video delivers heart and feeling better
Differentiating Far Beyond Product, Features, or Price
Listen to the entire conversation with Stacy Sherman below. Please comment below and share your views.
Video Highlights: Differentiating Far Beyond Product, Features, or Price
1. Definition of CX
2. Employee Experience and Employee Engagement
3. The New Way: Co-Creation
4. Why Video for EX and CX
5. Heart and Feeling with Video