Customer Experience

Is advertising the only way to a strong brand?

Your Challenges

Challenge

Why do customers really choose your company or brand? Why do they remain loyal? 

Ask any CEO and they might struggle to answer these fundamental questions. It is a fact that many companies often fail to fully understand the potential of their brand.

The intangible values associated with a brand are difficult to uncover, let alone manage. However, it is these intangible values that lie behind most purchase decisions – and contrary to popular belief, customers' decisions are mostly irrational.

Sales staff and purchasers spend much time discussing prices, features and quantifiable benefits to rationalise decisions. However, it is the emotional connection to the brand that is often the defining factor in a purchase decision.

So how should you meet this challenge?

Impact

We can help you to increase your understanding of what your company is really good at and leverage your brand’s strengths. 

We will also uncover your brand’s weaknesses and identify the touch points where customer expectations are not met.

This strategy improves customer experience by design, not by coincidence. The customer journey is a complex one, passing through phases including initial contact with your brand, pre-sales, sales, service delivery and evaluation – very often it only ends when a customer experiences an unacceptable gap between their expectations and the perceived reality. We help to bridge the gap at each touch point. Read on and find out how we can achieve this.

Approach

Our approach is based upon applying deep customer insights pragmatically. 

Together with our operational experience of service processes we are able to strike a balance between optimised customer experience, employee experience and enhancing or reinforcing brand values.

For an overview of our approach, visit the following pages:

  • Customer Experience Management
  • Customer Insight
  • Service Design

Get Started! Overcome all your service challenges with the Digital Service Transformation Centre

We have now digitalized all our knowledge and proven methods from the last 20 years, allowing companies to do their own service transformation, if not completely by them self! The Service Transformation Centre is a digital platform that gives the ability to assess, design, build, implement, and manage your Digital Service Transformation as well as developing the people, and skills, necessary to deliver a sustainable solution. The STC will help you to accelerate profitable growth of your service business by using our proven Service Management Practices, Process Models, Roles and Organisation Designs, Performance Metrics, Solution Requirements, Service Solution Blueprints, E-Learning material, Training and development courses and much more…discover the Digital Service Transformation Centre now and overcome all your service challenges!

Throughout your transformation journey, Remote Coaching is available to help you to facilitate change and to provide guidance on how to use the best practices, techniques of the Service Transformation Centre and much more…discover the Digital service Transformation now!

The future depends on the service your offer towards your customers