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. Steps involve:
  • Assessment of current state
  • Gap analysis in core experience
  • Customer research
  • Evolve customer experience strategy
  • Integrate with overall organizational strategy
  • Strategy implementation
Some critical aspects include evaluation of product offering, pricing, channels, touch-points, technology, staff behavior and attitude, problem handling capability and service quality initiatives, customer research, surveying, competition bench marking, technology enhancements, process improvements, staff training, incentives, etc.,

Benefits

  • Reduction in customer churn
  • Increase in C-sat and customer loyalty
  • Increase repeat business, cross-selling revenues
  • Reduction in cost of poor service