Customer Experience | Dennis Wakabayashi

Customer Experience workshop with Dennis Wakabayashi
CX Workshop in progress

You’re here because you want to take your customer experience (CX) to the next level, right? Well, the 3R-4E strategy is your go-to tool. This seven-step approach is pretty simple. First, you’ve got your 3Rs: Reputation, Reach, and Relationship. They’re all about how your brand looks and feels to the world, and how you connect with people online. Then, you have the 4Es: Economic, Efficient, Emotional, and Empathetic experiences. These focus on what your team can do to make people’s experiences with your brand worthwhile.

You’ve got to give customers value for their money (Economic), make things easy for them (Efficient), make them feel good (Emotional), and show them you understand them (Empathetic).

When you mix the 3Rs and 4Es together, you get a solid plan for improving your CX. Ready to learn more? Let’s dive in!

  • Step 1: Build a Strong Reputation
    Get started with understanding your brand’s online reputation. Monitor conversations about your brand on social media, reviews, blogs, and forums. Pay attention to both the good and the bad. Use these insights to shape your brand messaging to resonate with your audience and foster trust.
  • Step 2: Expand Your Reach
    Next, extend your brand’s digital presence. Create a content marketing strategy, optimize your website for search engines (SEO), and employ strategic media placements. These tactics should aim to create more opportunities for potential customers to discover and engage with your brand.
  • Step 3: Foster Relationships
    Now, turn your attention to building strong customer relationships. Leverage customer relationship management (CRM) systems and cross-functional teams to deliver personalized experiences. Anticipate customer needs and cater to them proactively to boost loyalty and customer lifetime value.
  • Step 4: Create an Economic Experience
    Start the 4E process by offering value to your customers. Make sure they perceive every interaction with your brand as a good investment. This means creating efficient customer journeys and ensuring customers feel they’re getting value for their money.
  • Step 5: Deliver an Efficient Experience
    Your customers value their time, so make sure their interactions with your brand are smooth and efficient. Optimize your interfaces and the customer journey to minimize friction points. The goal is to make your products or services easy to understand and use.
  • Step 6: Craft an Emotional Experience
    Here, focus on the emotional aspect of customer interactions. Aim to create positive, enjoyable experiences that will leave a lasting impression. This could involve anything from the design and packaging of your product to customer service interactions.
  • Step 7: Provide an Empathetic Experience
    Lastly, aim to build a personal connection with your customers. Understand their needs, preferences, and values, and let these guide the experiences you create. The goal is to make your customers feel that your brand understands and values them as individuals.


So there you have it, the 3R-4E strategy laid out in simple terms. This seven-step approach is more than just a tool; it’s a complete game plan for boosting your customer experience.

But don’t stop here! If you’re keen to put this strategy into action and see its impact on your brand, I’ve got a playbook that dives deeper. This guide offers practical examples, tips, and tricks to make the most out of the 3R-4E strategy. Click to download the playbook.

Need more guidance or have questions? Don’t hesitate to reach out. I’m just a meeting away, ready to help you navigate this journey. Click to schedule a chat with me. Let’s work together to make your customer experiences everything their meant to be.