CUSTOMER EXPERIENCE MANAGEMENT
Customer experience cuts across the entire organization and is built at every touchpoint between the customer and the company, in other words, during interaction situations. By systematically and strategically developing and managing customer experience, growth, profitability, and competitive advantage can be achieved. Are you ready to elevate your customer experience to a new level and harness its business benefits?
Is the development and management of customer experience everyone's responsibility and at the same time no one's responsibility? Is customer experience seen solely as customer service and feedback? Is the customer experience on the management's agenda, or does the customer perspective always get overlooked in decision-making? Does the organization have a customer-centric culture, or is the focus always organization-centric? Just like business, customer experience and related initiatives can and should be managed. Customer experience is created regardless, whether a company consciously leads it or not.
How can we help?
Satisfied customers are loyal and act as brand ambassadors, while a negative experience can harm the brand, reduce profits, and even lead to customer loss. By investing in customer experience, you can achieve significant growth, improve profitability, and create a strong competitive advantage. Excellent customer experience attracts new customers and keeps existing ones satisfied, leading to additional sales and referrals. In today's business landscape, the competition between companies is essentially a competition between customer experiences. Customer experience helps differentiate from others, attract new customers, and foster loyalty. Customers are becoming increasingly demanding, comparing their experiences to world-class players, not just local or industry-specific competitors. Therefore, outstanding customer experience is a critical factor for your business.
How to proceed?
Start
As-Is analysis
Stakeholder interviews
Current state assessment and development suggestions
Collaborative workshop for reviewing findings
Refinement and coaching of development suggestions
Current state analysis and documentation of Concrete development suggestions
Price: Starting from 3 500 € + VAT
Duration 2 wk - 1 month
Silver
CX Strategy creation
All contents of the Start package and additionally...
Broader employee and management engagement
Gathering/utilizing customer understanding
Shared understanding of customers and their needs
Strategic choices and action plan
Presentation materials and communication
Price: Request a quote
Duration 3-6 months
Gold
Interim CXO
Chief Experience Officer as part of the executive team with jointly agreed allocation
Leading customer experience and strategy implementation
Customer journey management
Organizing internal operations around customer journeys
Training of staff and management
Promotion of customer-centric culture
Price: Request a quote
Duration > 3 months
More About the Topic
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Customer experience management
Definition and management of customer journeys
Setting customer experience goals and metrics, and linking them to business equivalents
Renewal of customer-facing internal processes
Promotion of a customer-centric culture
Training
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Jenni Saarenpää/CEO
jenni@digitalrebel.fi
+358 45 868 4790
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