Need: Customers have more choice, voice and influence than ever before. However, many organizations are operating out of sync with what their customers actually experience from their service. They focus too heavily on the latest technology solution and the customer-experience strategy is shortsighted. To earn the right to growth, it is imperative that organizations align around the total customer-experience at every touchpoint. They must organize themselves from the outside-in to consistently deliver a simple, digital and effortless customer-experience.
Solution: The foundation of our approach to a customer-experience (CX) strategy is based on the six areas that matter most to customers in today’s social and digital world. The CX strategy provides a clear sense of direction with defined measurable goals. There are three key service offerings we provide to develop your CX strategy to fuel profitable growth:
- Customer Journey Map
- Strategic Road Map
- People, process and technology optimization
Outcome: Improved customer loyalty and retention. More engaged frontline employees who have less rework and greater job enrichment as mundane tasks are moved to self -service. Big boost in revenue through increased customer retention and spend. Significant reduction in operating expenses with less rework and human involvement.