TRANSFORMING CUSTOMER EXPERIENCE

Just like how a man is known by the company he keeps. An organization is known by the way it serves its customers.

 

Customer Experience is one of the most crucial measures of success for any successful organization. You may have great services and products to offer your clients but without a service mindset these services and products will not serve any purpose.

 

We believe that an organization can increase its revenue as well as client base just by enhancing their overall customer experience.

CUSTOMER EXPERIENCE CONSULTING

  • We understand current pain points first through mystery shopping
  • We share our inputs and observations with the management.
  • We draw a direct comparison to another organization from your industry (not your direct competition) and make recommendations on how you can improve your service mindset.
  • We study your voice of customer, current metrics for measurement and work alongside your team on multiplying overall revenue through enhanced customer experience.

 

When would you need our services?

We could partner with you when:

  • You see a gap in the company vision and the service levels being offered to the client
  • You feel the need to create a customer experience strategy to enhance your overall service offering
  • You feel that your employees need to be on the same page with respect to your customer experience strategy
  • You are getting more complaints than compliments over e-mail and other social media platforms
  • You feel the need to build an emotional connect with your customers by listening to them and giving them a unique experience
  • You see a drop in your client base
  • You are ready to make a dent in the universe and make Customer Experience your USP over your competitors!

 

Currently, we offer the following packages to help you grow your business and impact just by enhancing your overall Customer Experience.

PACKAGES

PackageDescriptionInclusionsDuration (hours)
GOLDYou can choose this package when you have the Customer Experience Strategy, Metrics and Feedback systems in place but need our help in aligning your strategy to employee experience and your overall business goals.Pre-workshop (10 hours)

·       Understand your Org. Culture

·       Understand your Services Business Goals

·       Understand your Existing Customer Experience Strategy

·       Meet Your Key members (and a few frontline members)

·       Understand current metrics for measurement and study feedback received

 

Workshop (1.5 day): Build Emotional Connect with Customers

·       Values, Beliefs and Culture

·       Identify current touchpoints (Internal as well as External customers)

·       Moments of Truth – Wow!, Mediocre and Disaster (Internal as well as External customers)

·       Impact of Moment of Truth on existing clients/accounts (Internal as well as External customers)

·       Creating Enhanced Customer Experience – create action Plans for enhancing overall customer experience by aligning the existing customer experience strategy to employee experience and overall business goals

 

Post-workshop (40 hours)

·       Help create Employee engagement strategies (based on the output from the workshop)

·       Help create customer experience focused hiring, training and coaching

·       Help create a roadmap for Enhancing Customer Experience by plugging all points together: CX strategy, Employee Engagement strategy, Measurements and Feedback Systems

 

Additional services (at an additional investment)

·       Provide additional 2 months support for fixing issues and resolving queries

·       Customer Experience Coaching for leaders

 

 

 

 

 

 

 

 

 

 

50 hours + 1.5 DAY WORKSHOP

PLATINUMThis is an end-to-end package where we will begin by helping you create your customer experience strategy, define metrics, build feedback systems and then help you align it to employee experience and your overall business goals.Pre-workshop (8 hours)

·       Understand your Org. Culture

·       Understand your Services and Business Goals

·       Understand your Existing methodology of servicing customers

·       Meet Your Key members (and a few frontline members)

 

Workshop (2.5 days): Build Emotional Connect with Customers

·       Values, Beliefs and Culture

·       Identify current touchpoints (Internal as well as External customers)

·       Moments of Truth – Wow!, Mediocre and Disaster (Internal as well as External customers)

·       Impact of Moment of Truth on existing clients/accounts (Internal as well as External customers)

·       Envision Your Customer Experience – create your story of what kind of experience would you want to deliver to your customers, what services are you offering to your clients (either use existing services or recommend changes to the services, what kind of people would you want to hire, which would be your TOP 10 non-negotiable customer experience improvements, what systems would you want to have to help you make that happen, what tools would you need to analyze customer feedback and how will you measure your success and efficiency?

·       Create Your Customer Experience – how will you deliver the experience you have envisioned, how will you hold people accountable for the experience (TOP 10 non-negotiable customer experience improvements), how will you hire and train people for delivering world class experience, how will you ensure the metrics defined by you would help you measure the efficiency, how often will you listen to your customers and how soon can you make improvements based on feedback

 

Post-workshop: based on the output from the workshop (80 hours)

·       Help create customer centric culture

·       Help develop best practices for having a customer-centric culture

·       Help define customer experience hiring, training and coaching

·       Help create employee engagement strategies

·       Help align business goals to customer-centric culture

·       Help create accountability standards for customer experience

·       Help in designing feedback systems

·       Help in designing customer insights for improving customer experience (making use of the clients existing system)

·       Help in mapping the journey of moments of truth into customer experience

·       Help in setting metrics for enhancing experience quality, satisfaction and loyalty

·       Help in defining the Customer Experience Strategy

·       Help in Developing Branded Experience Strategy

 

 

 

 

 

 

 

 

 

 

 

88 hours + 2.5 DAYS WORKSHOP

 

 

 

 

 

 

 

 

 

 

 

DIAMONDThis is a customized package and you could create your own package based on what you need from us.Depending on what you want to have under this package. We can discuss this over a meeting.