What value can Gore Connect create?

Understanding our value-creation capabilities

Customer experience initiatives stall when organisations can’t justify how they create value. The word "value" is critical, yet it refers to many things. Take for example price, loyalty, after-sales service, repeat purchases, advocacy, and more.

To realise our vision for Gore Connect, we need to establish a common understanding on what value is. We also need to be able to map our Mini Program's value to Gore's business objectives.

Gore Connect's Pillars of Value

Customer Experience investments strive to improve two key aspects of organizations — Reputation & Returns. Gore Connect delivers on them through four Pillars of Value, or value-creation capabilities, based on customer types and business objectives.

The above matrix covers the planned capabilities for Gore Connect to deliver on our business objectives. We've mentioned them in last chapter's development roadmap. Below, we'll elaborate on how these capabilities deliver value for Gore.

• Gore Connect for Lead Generation:

Access to Gore Connect is frictionless for virtually all users in China. As a WeChat Mini Program, Gore Connect doesn't need users to download a separate app to use it.

It also has access to user demographics, such as the user's gender, age, province, city, phone OS, and phone model. This data helps us understand our prospects. better. It enables us to create localized and personalized experiences that improve conversion.

• Gore Connect for Customer Service (Coming Soon):

WeChat started as an instant messaging platform. As a result, users will naturally expect to be able to communicate with us more seamlessly through Gore Connect. That is why we plan to support future customer service features, such as interactive Q&A, chatbots or appointment makers.

By doing so, we can meet our customers' growing needs and expectations to extend their life cycle with us, while reducing the cost of serving them.

• Gore Connect for Brand Building (Coming Soon):

Around the world, people are consuming more content than ever on mobile than desktop. Being on a native mobile platform, Gore Connect is well positioned to deliver engaging, shareable and insightful content to our customers. This ranges from case studies videos to market trends, infographics to industry articles.

This allows us to drive shareability and brand exposure through the delivery of the right content, at the right time, through the right channel.

• Gore Connect for Community Building (Coming Soon):

Credibility in the performance solutions landscape is highly dependent on industry support. Gore Connect will cultivate this support by collaborating with experts and users on benchmarked solutions.

Their endorsements and reviews will serve to build loyalty and drive adoption of our solutions.

These 4 value-creation capabilities make up the ambitious roadmap for Gore Connect. But to use them to their fullest potential, we need to first understand our digital customer experience (CX) journey.