Customer experience as your competitive advantage
Technology giants and frontrunners raised the bar on delivering great customer experience. Within highly competitive markets, delivering the best customer experience will become the main battle. And this isn’t solely the case for the B2C context. The same people that are consumers in B2C, carry over those expectations during their B2B purchasing behavior. Customer experience emerged as a vital strategy for all businesses in competitive markets.
A company’s ability to deliver an experience that sets it apart in the eyes of its customers will increase the amount of consumer spending and inspire loyalty to its brand. As a result, frictionless customer experience is a key pillar for customer satisfaction and therefore revenue generation and gross margin protection.
Customer experience involves every point of contact your company has with a customer and the interactions with the products or service of the business.
The disciplines for great customer experience are:
- Strategy (segmentation, differentiation, and positioning) to support customer acquisition, retention and revenue growth.
- Customer/ user journey and user experience design (UX).
- Measurement of customer analytics.
- Governance and culture.
Experience isn’t a straightforward quantifiable metric. Your customer experience is the holistic result of every customer touchpoint across departments, entities, and channels.
Mapping your customer lifecycle across your departments, its processes and client scenarios can become a horrendous task, given the complexity of any organization. On top of that, being able to shift it to a user journey that’s built upon true customer understanding, with eye for future customer & market trends, cannot happen overnight.
Delivering a customer experience project requires to set a step back, looking from the outside of your company.
“Experience-driven businesses see almost 2x higher YoY growth in customer retention, repeat purchase rates and customer lifetime value than other businesses.”
– Forrester and Adobe
Our value proposition
Winning the battle for customer satisfaction resides in a holistic approach, taking into account all aspects that influence your customer relationship across the customer lifecycle. The services within our customer wheel are designed to support our client’s journey towards customer satisfaction.
Our consultants provide strategic advisory to innovate your customer experience. We help envision a meaningful strategy that centralizes your customer and empowers your employees. Once a distinctive strategy is defined, our consultants help your transformation take place.