Working in intense competition environment, customer satisfaction alone is not enough to win the customer’s loyalty. The client must be very pleased with the experience of receiving our products or service that he/she wants to repeat and share with their acquaintances. In that way, our customer becomes our recommender, salesperson and loyal customer.

What is customer experience management?
It is a comprehensive methodology which is used to plan the whole customer experience, lay down the customer promise and set the whole organization to work towards fulfilling this promise. As such, it is a truly customer-centered organization where the front and back office work for a common goal and the external and internal service have grown into one team.

We support our clients in all stages:

• Customer experience audit – we carry out qualitative and quantitative customer surveys in which we make it clear what (what kind of experience) the customer expects from the service and how you are currently meeting those expectations.
• Creating a brand platform – we help our clients to position their service compared to the competitors and to describe the characteristics that clearly describe and distinguish the service (brand) on the market. Customer promise is made on the basis thereof.
• The first step in planning the customer experience is creating a customer contact chain – all contact points where the customer is exposed to the brand are described. Then, based on surveys or another experience, we map customer expectations in all touchpoints and in our service behavior that must comply with the customer promise.
• Inward communication – this is a communication throughout the whole organization and creating a wide-scale dialogue on “how to ensure customer promise in each point along the service chain”. Employees need to interpret this in the context of their work and learn new patterns of behavior that are consistent with the desired customer experience and customer promise.
• Outwards communication – we will also tell the customer and the public about our promise.

Ask yourself:

• What do our most important target groups really expect from our service?
• How to position our product or service on the market compared to the competitors?
• What is a good customer promise and how to communicate it both inwards and outwards?
• How to design processes in order to meet the customer promise in each touchpoint?
• How to align your entire organization so that everyone acts in the name of the customer’s well-being?