Creating customer experiences that are good for people and business

It happens every morning. I wake up to a barrage of news alerts on all of my devices. Alerts about another of the world’s institutions putting profits before people and suffering the consequences. We don’t know who to trust anymore. People are turning to their own experiences—and brands must rise to meet their expectations. 

Luckily, I’m not alone in seeing that this needs to change. Last year the nation’s top CEOs gathered to release an unprecedented joint statement: Investing in employees, delivering value to customers, dealing ethically with suppliers, and supporting communities are now at the forefront of American business goals.

If you share this aspiration of “doing what’s good for people is what’s good for business,” then your brand can find a pathway to success and best practices in what Hero Digital is calling the new Truth & Beauty Economy at Most Contagious New York

With this mindset, here are four actionable approaches in customer experience (CX) that brands and marketers can learn from: 

  • Reclaim Trust. Earn what’s been lost by shifting your purpose to better serve your customers and create customer experiences to match.
  • Human Reframe. Look at every business opportunity through the lens of a human truth. Suddenly you’ll see the customer experience not as a transaction, but as an opportunity—to prove the value of the brand, and to become a bright spot in someone’s day.
  • Design for People (Not Customers). Create experiences that are intimate, immediate, transparent, and unique.
  • Organize for Customer Realities. Organize services in a way that adapts to customer realities. Learn how Hero Digital connects the three most critical parts needed today to drive brand growth—Invent, Transform, and Perform. 

At the end of the day, it’s about creating experiences of Truth & Beauty where everything perfectly aligns to create new value for both customers and business. This is a mission that is worthy of us together—and it’s also one that I believe each person and brand can make their own.

Start a conversation with us about Truth & Beauty.

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