The technologically driven power shift from brands to customers is nothing new. What has changed the past few years, is the unparalleled accelerating pace which technology and data are shaping the needs and wants of customers compared to the ability of brands and organizations to adopt and adapt to this change.
Delivering the customer service at that exceptional level consistently across the multiple touch points which are all digitally connected has become a hard quiz to solve for brands.
Outstanding customer service in this context translates to remarkable customer experiences.
So, how will your brand and organization continue to attract and retain those customers ahead of your competitors?
We are here to help and guide you.Read More
Why is the customer the cynosure? As Jim Blasingame puts it in his book, The Age of the Customer, empowered customers expect a consistent and high-value experience, both in-person and through all digital touchpoints. If your business doesn’t provide it, they will look elsewhere regardless of the value of your product or services. The much-cited PWC statistic is that 91 per cent of customers who have a bad experience at any touchpoint immediately switch vendors.
But the customer experience today is not just a single event – it is a lifecycle. Now more than ever, companies must expand customer engagement throughout that life cycle, from consideration of a product to its purchase to the maintenance and loyalty around that product. And they must do all of this in ways certain to create personalized, memorable, and inviting experiences that keep customers coming back.Read More
Technology is the facilitaror of transforming customer experience. Selecting the right tools to enable brands communicate better with their customers
Collecting, analysing and drawing insights from Big Data, coupled with machine learning and AI, to understand customer behaviours and trends.
Business processes are redesigned so that they support the value of the customer experience.
A new enterprise culture emerges in service of ongoing innovation for and service to the customer.
Siloes must be broken down so that all workers share know-how and information in the service of the customer experience.
We identify all the touchpoints of the customer journey and the brand experience across those and we device a holistic transformation strategy dedicated to the customer experience.
We build the infrastructure for digital platform that supports this transformation and manage the data that will power your customer centric experience.
We help your brand and company embed, deliver, sustain a new enterprice culuture that ensure ongoing innovation and consistent customer experience across touchpoint