We work with clients to develop best-in-class customer management experiences that promote loyalty and enhance customer satisfaction. Our practical tools and innovative approach helps operators robustly define, create and deliver consistent, differentiated and valued customer experiences. This in turn leads to genuine improvements in customer relations, revenue growth and enhanced profitability.
As part of our approach, we focus on analysing true customer experience rather than perceptions measured by satisfaction scores. This analysis is insightful as it is based around what the customer thinks and feels about an organisation throughout the entire delivery value chain. We are able to leverage such analyses to assist telecoms operators design important emotions into the customer experience offering, in order to engage the customer on a positive, new level.
Our customer experience intervention concentrates on the experience layer, i.e. defining how customer service affects the customer’s emotions, and how that affects the customer relationship. As part of the process we are able to:
- develop customer experience scorecards using relevant KPIs to drive performance and appropriate behaviours.
- undertake benchmarking identifying multi-industry best practices to drive a step-change in performance.
- identify opportunities to deliver customer value by tactical customer experience design.
The experience layer is about ensuring that a customer’s functional expectations, including time, quality, delivery, and their emotional expectations, such as trust, empathy, helpfulness and respect, are met, or exceeded, at all key points of customer interaction.
Relevant experience
- Global telecoms operator: we undertook customer experience research across multiple industries, such as finance, retail and entertainment to identify best practices that enabled a step change in performance to be achieved across the customer experience
- Incumbent telecoms operator: we designed the delivery of a proactive customer experience, which allowed our client to have advance knowledge of customer issues and the ways in which such issues could be managed proactively
