TRANSFORM YOUR CUSTOMER EXPERIENCE
Implementing a customer excellence strategy revolves around putting real effort in researching the needs and wants of your target customers and delivering the desired experience through the relevant touch points in their journey. It is how you define the value you want to deliver through your product or service, your distribution channels, your communication, your pricing, your sales efforts and your customer service. It is something many organization wish to do, but do not get around in doing it really well.
It requires to work collectively to reach your customer experience goals. And this is a responsibility that is shared between your marketing, product, sales & services teams and delivery teams. Therefore it is essential to make sure those teams are aligned in terms of mindset, that they have the skillset to reach their goals and the toolset to scale the desired results. These tools might be processes, new structures, ways of working, data or technology. But those will only last if the teams have a shared understanding what is important and needs to be done.
We have developed a customer experience measurement, the CXI-Model, that can be tailored to your specific needs, but are happy to work with the tools and data you have. We do believe that data and facts should be at the core of the solution. And that opinions should be translated into hypotheses that can be validated.
We also understand that you might have specific challenges within one of those teams. You might wish to:
Increase your customer loyalty
Grow your reach and conversion
We use those specific challenges and work with your team towards a solution whilst developing the mindset and skillset to solve the problem. And once we know how to do this we investigate the toolset: the required structure, processes, data and tech to scale the solution and drive results.