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Customer Experience

We turn your customer into your biggest asset.

Why Customer Experience is important?

Every Customer Interaction creates a Personal Reaction. From the customer’s perspective, if the reaction is positive, she not only desires to have more such interactions, but shares her experience with her trusted ones. If the reaction is negative, it is bad news for both the customer and the company, but it costs the company a ton because:
  • 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back
  • 85% of customer attrition is because of poor customer experience, not pricing or competition!
  • 70% of buying experiences are based on how the customer feels they are being treated
  • It takes 12 positive experiences to make up for one unresolved negative experience
  • Acquiring a new customer costs more than 5 times the cost to retain an existing customer!
  The real fault lines between different processes, departments, divisions and channels are exposed in each Customer Interaction. The secret of good customer experience is seamless & consistent customer interaction, and a good measure of customer experience is customer churn rate!

Our Services

We help organizations in Telecom, BFSI, IT, ITES, Hospitality, Travel & Tourism industries in the following areas:
Customer Experience Strategy

There is certainly a method to madness. Unlike Customer Service Management, which is easy to visualize, implement, replicate & measure, Customer Experience requires a thoughtful and well-coordinated act that is well integrated with the overall strategy of the organization. We facilitate the creation and execution of an apt customer experience strategy for your organization.

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Capability Enablement

As Customer Experience relies extensively on human involvement, capability of the organization to empower and enable its key stakeholders such as front-line staff, channel partners & customer service organization play a critical role in building a culture for superior customer experience. We facilitate organizations in acquiring these capabilities.

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CX Redesign

Customer Experience Redesign is more a science than an art. We help organization acquire and master proven Customer Experience Tools/Methods that can re-design the entire experience of your customer. These tools range from Journey mapping to customer community design to Nudging using behavioral economics.

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