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Every contact a customer has with a company produces a certain experience. This experience determines how the customer views the relationship with the company. Together with KU Leuven, KALEPA has developed, based on scientific research, a Canvas to help companies set up and implement a Customer Experience program. It is a roadmap with clear guidelines for all aspects to consider in order to create a better customer experience. The Canvas consists of 10 components divided into three pillars: strategy, design and implementation.

Do you feel that your customers' experiences vary widely and that you are unsure exactly what the customer experience should be? This problem is recognizable and can be frustrating, both for you and your customers. The solution?

A Customer Centricity Charter. This document describes in detail what experience you want to offer your customers. It is not just a slogan, but a guide for all aspects of your business, from marketing to customer service. This gives you a clear picture of how you want to shape customer interaction at every moment.

Do you have any idea how satisfied your customers are? If the answer is no, it's time to roll up your sleeves. The Customer Satisfaction Score (CSAT) is a widely used method of measuring how satisfied your customers are. But is it enough just to use CSAT? When choosing the right indicators, you can use a simple structure based on two axes.