collaborat

Customer Experience Strategy

We help organizations to create and deploy an apt customer experience strategy.

A customer experience strategy has a profound impact on the overall organization. So 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
Formulation of customer experience strategy involves an exhaustive 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