Imparta has identified three dimensions that define what drives a remarkable customer experience. Here’s a little more detail on each:

  • Insight: The degree to which you gather insights into the customer’s needs, preferences and problems, and share your own insights into products, services, solutions and ways to fix any problems they have.
  • Influence: How well you gain agreement to actions that are in the customer’s interests, through the ethical use of behavioral economics, psychology and neuroscience (the way our brains work).
  • Trust: How much the customer believes you are credible (i.e., know what you’re doing), reliable, intimate with their situation and needs, and will act in their interests.

To learn more about Imparta’s 3D Customer Experience (CX) Curriculumn, please click here.