In Customer Experience Management projects, we determine the steps that need to be taken in order to differentiate in the eyes of the customer with the solutions specific to the organization and to become the brand that offers the preferred product and service and support for their implementation.
First, let us open a little more why Customer Experience Management is important. To summarize with a few items;
- Customer expectations are constantly changing and increasing.
- Y and Z generations are now our new consumers.
- Investing in existing customers is much more profitable.
- Real differentiating factor Quality of service
- Customers more than ever “customer”
In the Customer Experience Management model, we identify issues that need to be developed and develop recommendations for reviewing the experience that the organization has experienced at every point of contact.
In the project, which we discussed in three stages, we ensure the production of targeted outputs with our senior consultants during the stages of the determination of the current situation, defining the desired situation and implementation of the determined actions.
With the Customer Journey Map, we evaluate the performance of the company at the channel and product / service level and produce findings that guide us to perfect the service.
In addition to service standards, checklists and scripts, we document product / service ideas that will surprise the customer.
We are designing and implementing the necessary training and development programs for the competencies and qualifications of the employees, as it is also important how the institution says what it says to the customer in order to create a perfect service culture.
You can contact us for Customer Experience Management projects that will provide you with the transformation required to deliver the perfect customer experience of your organization.