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Customer Experience

Customer Experience Strategy Formulation

A customer experience strategy has a profound impact on the overall organization. An more importantly it has to seamlessly integrate with the organizational strategy. We help assess the current state of maturity and create a Customer Experience blueprint and its implementation approach using the following steps:

• Comprehensive assessment of current state
• Gap analysis in core experience
• Primary and Secondary Research of your Customer’s environment
• Evolve an aspiration customer experience strategy
• Integrate with overall organizational strategy
• Drive implementation of Customer Experience strategy

Involves evaluation of product offering, pricing, channels, touch-points, technology, staff behavior and attitude, problem handling capability and service quality initiatives, customer research, surveying, competition benchmarking, technology enhancements, process improvements, staff training, incentives, etc.,

Benefits

• Measurable Results:
  • Reduction in Customer Churn
  • Increase in C-Sat and Customer Loyalty
  • Increase repeat business, cross-selling revenues
  • Reduction in cost of poor service
• Definitive and time bound program for improvement in customer experience
• Integration with organizational strategy rather than stand-alone approach