Transactional or transformational? Fixing pain points is important, but building 𝘁𝗿𝘂𝘀𝘁 𝗮𝗻𝗱 𝗹𝗼𝘆𝗮𝗹𝘁𝘆 𝗵𝗮𝗽𝗽𝗲𝗻𝘀 𝗮𝗯𝗼𝘃𝗲 𝘁𝗵𝗲 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗣𝘆𝗿𝗮𝗺𝗶𝗱 𝗽𝗮𝗿𝗶𝘁𝘆 𝗹𝗶𝗻𝗲. Where does your CX strategy sit?

Are you familiar with the 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗣𝘆𝗿𝗮𝗺𝗶𝗱?

• At the center lies the parity line. Experiences are undifferentiated. You’re meeting basic expectations but not standing out—you’re no different than your competitors.
• Below the parity line is where most CX strategies operate. It’s about removing dissatisfaction— eliminating complaints, and addressing pain points. While important, it’s transactional, not transformational. You’re delivering table stakes: accurate invoicing, timely support, and consistent quality—things customers expect as standard.
• Above the line is where the us what makes you unique. This is where you:

✅ Build 𝘁𝗿𝘂𝘀𝘁 𝗮𝗻𝗱 𝗹𝗼𝘆𝗮𝗹𝘁𝘆
✅ Deliver 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁𝗶𝗮𝘁𝗲𝗱, 𝗲𝘅𝗰𝗲𝗽𝘁𝗶𝗼𝗻𝗮𝗹 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲𝘀
✅ Drive growth by focusing on 𝘄𝗵𝗮𝘁’𝘀 𝗻𝗲𝘅𝘁

𝗧𝗿𝘂𝗲 𝗱𝗶𝗳𝗳𝗲𝗿𝗲𝗻𝘁𝗶𝗮𝘁𝗶𝗼𝗻 𝗹𝗶𝗲𝘀 𝗮𝗯𝗼𝘃𝗲 𝘁𝗵𝗲 𝗽𝗮𝗿𝗶𝘁𝘆 𝗹𝗶𝗻𝗲—this is where you create memorable, exceptional value that sets you apart from competitors. Customers don’t just get what they expect; they experience something unique and meaningful.

🤔Ask yourself: 🤔

• Are we meeting expectations or exceeding them?
• Is our CX strategy focused on dissatisfaction removal or building loyalty?
• What makes us uniquely us—how are we different?

Building trust starts with getting the basics right, and building loyalty starts above the parity line. Deliver the consistent experiences customers expect while designing what’s next—transformational moments that deliver value and drive loyalty and partnership.

𝗪𝗵𝗲𝗿𝗲 𝗱𝗼 𝘆𝗼𝘂r 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿s 𝗽𝗹𝗮𝗰𝗲 𝘆𝗼𝘂 𝗼𝗻 𝘁𝗵𝗲 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗽𝘆𝗿𝗮𝗺𝗶𝗱? 𝗪𝗵𝗲𝗿𝗲 𝗱𝗼 𝘆𝗼𝘂𝗿 𝗲𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀 𝗽𝗹𝗮𝗰𝗲 𝘆𝗼𝘂? 𝗟𝗲𝘁’𝘀 𝘁𝗮𝗹𝗸! 🗣️