- Design for all possible touch points and situations
- ‘Wow’ is the completeness and simplicity of interactions for the customer
- Unique services that build on the strengths of the brand
- Knowledgeable Team that goes the extra mile
- Provide positive comments in social conversations
- Not just the interaction but a relationship over a lifetime
- Manage change to integrate experience values across departments
- Consistency in experience backed up by constant monitoring and necessary enhancements.
Customers are a rich source of information and knowledge. And ours are no exception. Over the years, we have been contacted by our customers for various reasons.
Standout Brand Experience
New Ways of Reaching Customers
- Technology and its adoption by customers create new opportonuties to better service them
- It could mean new service channels
- It could mean listening programmes
- It could mean new sales channels
- Touchscreens, Mobile service and Web Based programmes
- Outreach programmes that build connections and services for specific audiences
Starting a New Business or Division
- A new concept or idea
- Differentiated services, the way you work, how you reach customers and service them
- Practical and yet differentiated design / value proposition
- Find cross functional benefits that provide a unique value for your customers.
- The ability to move fast with a lean team
Services for the Mobile Customer
- Mobile friendly branded websites
- Ideas for integrating mobility aspects into current communication
- Unique branded services that go the extra mile
- Social Networks and your mobile brand
- Location Based Services
- Experience mobility in your branded environments
Building Sustainability
- Identify sustainable practices
- Design experiences and practices that are sustainable
- Connect Business with the Local Community
- Communicating sustainability in social conversations
- Business Advice for NGO’s
- Workshops for Business Leaders
Satisfaction shows great numbers but not sales
- The customer may be ‘satisfied’ but are they Happy doing business with you ?
- Could improving staff knowledge help?
- Communication tools that help aid decision making
- Processes that are customer friendly
- Net Promoter Score and other similar measures
What are customers talking about
- Traditional customer satisfaction tracks a number but not an emotion
- Static surveys vs Dynamic feedback environments that can quickly damage reputations and how we should prepare for this
- Scores converted into immediate service improvements
- Measuring Happiness vs Satisfaction
- Establish conversation trackers on the net to understand customer feelings and respond
Retaining Customers
- Improving relationships with specific customer types
- Provide a platform to better manage customer relationships
- Create programmes that improve experience and hence relationships
New Way of Training and Learning
- There is employee churn and also a geographically dispersed business. Experience breaks because of these concerns
- Traditional training environments are not enough and are also increasingly expensive
- Corrections and Improvements have to be made in near real time
- E-learning can make a difference and so can new tools such as mobile
- If we treat our business as a grand show, then the actors have to be award winning . Customer emotions need to be factored in. Understanding this and making changes in learning thus becomes critical
- Workshops, Sessions and Corporate Theatre
