PURPOSE-DRIVEN CUSTOMER EXPERIENCE
CREATE DIFFERENTIATION AND IMPROVE LOYALTY VIA AN EXCEPTIONAL CUSTOMER EXPERIENCE
Increasingly, customers expect the same kind of immediacy, personalization and convenience from all companies that they receive from leading practitioners such as Google and Amazon.
How can your organization compete and deliver an exceptional customer experience?
3X
Customer experience leaders are nearly 3x more likely than their peers to have surpassed their top business goal.
66%
of consumers are willing to pay more for a great experience
84%
of consumers say the experience a company provides is as important as its products and services.
CUSTOMERS WHO RATE THEIR EXPERIENCE WITH A BRAND AS “VERY GOOD” ARE
20% more likely to purchase more from the brand
25% more likely to recommend the company
30% more likely to forgive a bad experience more likely to recommend the company
Companies that create purpose driven customer experiences are fully focused on their customers’ purpose and needs and not just their own company’s desired outcomes. They also track and measure both KPIs and Customer Performance Metrics (CPIs) to make sure that they deliver value for the customers.
We work closely with organization to understand their customers wants.
WE PARTNER WITH YOU TO:
Define the customer experience vision and strategies
Devise purpose driven customer journey maps
Create a new customer experience that will be a differentiator
Identify the capabilities needed to deliver that experience
Deliver the business and technology improvements required to support the new customer experience
Align the organization to deliver the desired outcomes
Create insights and analytics programs to continuously monitor customer insights and track performance
Identify, measure, and track KPIs and Customer Performance Metrics (CPIs)
IMPACTS
The ability to deliver an exceptional customer experience
Improved customer satisfaction and retention
An innovation pipeline to continuously improve customer satisfaction and promote growth