We help organizations refine and develop client centric strategy that creates higher value to organizations and their clients.
Client centricity and value creation
Challenges we solve
- Poor Customer Experience leading to escalations, losing to competition and bad WoM
- High and unpredictable Client Churn
- Lack of repeat business and poor cross-selling revenues
- Low C-sat & loyalty
- Poor orientation towards customers in spite of persistent efforts
- Low value proposition and differentiation
Services & Solutions
| Value Enhancement | Identifying which competing factors drive value to customers |
| Customer Centricity Assessment | Using our proprietary online assessment tool to identify blind spots in employees’ attitude |
| Client Research | Conducting expert interviews with clients to get deep insights and third eye perspective |
| Client Centricity Framework | Embed our proprietary ‘7 Acts of Client Centric Professional’ in the DNA of your organization |
| Service Experience Design | Develop Customer Journey Maps, Customer Communication Design, Touchpoint Design |
| CX Digitization | Guide during conceptualization, UI, testing, implementation of CX digitization |
| Customer Centricity Skills | Essential skill and capability building workshops for client centricity |
| Improvement Projects | Mentoring of business projects impacts customer goals |
Engagement Model for Client Centricity
To render above services, typical engagement model involves a mix of following:
- Facilitate strategic discovery workshops
- Facilitate the co-creation of designs and solutions
- Implementation support including project management
- Facilitate training programs (face to face, virtual or blended)
- Mentoring internal team members to develop their competency
- Independently gather insights by client interviews
- Performance data discovery identify insights using advanced statistical methods
Free Download
Download free customer experience self-assessment check sheet that is useful before commencing client centricity journey in your organization.
This self-assessment check-sheet will help you to quickly evaluate your Customer Experience program and learn about areas that need improvement. This is a qualitative assessment. Hence you should take an unbiased view during evaluation. There are 2 parts in this assessment. First contains 16 questions and you can evaluate where your organization stands in each of those areas. Second part contains, ideally expected responses which can be used for comparison.
More Insights
- Client Centricity Case Study: Increase Sales Win Rates, C-sat with Better Targeting & SkillsA leading group company involved in Engg and Enterprise Solutions for manufacturing sector to group companies & 3rd parties wants to increase sales win rates, C-sat with better targeting and skills and thus improving its client centricity
- Client Centricity Case Study: Seamless Delivery during Build and OperateA leading independent terminalling company wants to achieve seamless delivery during build and operate and thus improving client centricity
- Client Centricity Case Study: Fixing a soar Client RelationshipAn ITES arm of a big software company which works with enterprises across industries wanting to improve its client relationship
- Client Centricity Case Study: Improving Responsiveness in Pre-SalesA leading business services firm provides B2B telecom Solution and services in India wanting to improve responsiveness in pre-sales
- Client Centricity Case Study: Strengthening ‘Competence’A leading global ship management company with 600 ships under management and 24k seafarers wanting to strengthen is ‘competence’
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