CEP is the way you can contribute to building a loyal and satisfied consumer base by experiencing first-hand what it is like to be an IQOS customer and thus identifying the areas in which we demonstrate mastery of customer experience and those in which there is room for improvements.
The Consumer Performance Indicators
There are six pillars which have been proven by a decade of research to be the universal set of qualities for an outstanding customer experience.
Integrity
Acting with integrity and engendering trust. Trust is an outcome of consistent organizational behavior that demonstrates trustworthiness.
Resolution
Turning a poor experience into a great one. Historically when it comes to resolution, organizations have majored on service recovery.
Expectations
Managing, meeting and exceeding customer expectations. Customers have needs and they also have expectations about how these needs will be met.
Time and Effort
Minimizing customer effort and creating frictionless processes. Customers are time poor and increasingly are looking for instant gratification.
Personalization
Using individualised attention to drive emotional connection. Demonstrating that you understand the customer's specific needs and circumstances and will adapt the experience accordingly is now the expected norm.
Empathy
Achieving an understanding of the customer's circumstances to drive deep rapport. It is time for all firms to show that they care, that the safety and wellbeing of their employees and customers is their prime concern.
