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

    • 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

  • Lue lisää blogista

Jenni Saarenpää/CEO

jenni@digitalrebel.fi
+358 45 868 4790

Let’s talk!

Leave your contact details and we’ll get back to you.