Customer experience occurs every time a customer interacts with the brand through a variety of channels or touchpoints. Consider some of these situations:

  • Calling a call center for assistance
  • Paying a bill electronically (securely) at the company web site
  • Using a product
  • Talking to a salesperson about a product
  • Searching for product information in a catalogue or company web site

Customer experience occurs in each of these moments and many more moments like these. Some of these moments are critical (moments of truth or critical touchpoints) and others are not. Companies have to bring technology, processes and people together to ensure that each brand-customer interaction is highly satisfying or memorable, especially the interactions at touchpoints that are critical to the consumer.

Competing brands in many categories have become very similar. They can match each other on features, performance and price. What sets the leaders apart from the next tier is the total customer experience –from pre-purchase to the post-purchase stage. In a marketplace filled with choices, poor experience on any one critical moment is enough to trigger customer defection.

In today’s marketplace, businesses operate in multiple channels – retail, call center, online. This presents a challenge as well as an opportunity for designing and delivering consistent customer experience.

Your Issues
  • Understand customer pleasure points or pain points in the existing customer experience
  • Need to improve existing customer experience
  • Check or ensure that brand experience is aligned with brand promise
  • Need to orchestrate and deliver a differentiated customer experience that stands out
  • Compare customer experience across multiple channels and ensure consistent experience across channels

CeQuotia Services
  • Customer Experience Audit. We conduct a thorough customer experience audit and use a variety of techniques to define the current customer experience provided by the company. This audit can answer many questions. For instance: What do your customers experience, think and feel at different touchpoints? Does the experience you provide meet, exceed or fall short of their expectations? Where are the gaps and opportunities for improving customer experience?
  • Customer Experience Mapping.
    • Customer Process Mapping. We look into the business to map the processes beneath each critical touchpoint. This involves extensive internal interviews and observation. "As-is" and “To-be” process maps are developed. We identify strengths and weaknesses. We utilize Six Sigma methodologies to develop detailed maps of current and desired/optimal state, which can be a crucial part of your continuous improvement efforts.
    • Customer Journey Mapping. We can walk in the shoes of a customer to document the experience at different stages of the purchase cycle across many touchpoints. Such maps can be eye-opening.
  • Customer Experience Design. A customer experience strategy is developed to ensure that the overall brand experience is optimal. We will work with you to create a more customer-centric perspective internally. In this stage we establish customer experience standards (for instance, acceptable wait time when a customer calls customer support). "To-be" process maps are utilized. Specific goals for customer experience, responsibilities for customer experience and appropriate metrics are defined.
  • Training to Deliver Optimal Experiences. Employees are not only educated about customer experience strategy and their role in executing this strategy. We can provide specific training in customer experience delivery, service excellence, complaints and customer recovery.

For further information or a free consultation, please contact us.