What we do
Addressing the Who, What, When, Where, Why and How of Businesses
Customer Experience
How to deliver a seamless best-in-class experience that drives delight, or even better, repeat purchase and advocacy?
Determining what defines positive experience and the drivers of satisfaction for your customers. Going beyond measuring customer experience across touchpoints, assess the overall brand experience.
“People won’t remember what you said or did, they will remember how you made them feel.” – Maya Angelou.
We often associate “customer experience” with excellence in services and touchpoints but a customer’s feeling towards a brand goes beyond what you say and do in your services and touchpoints alone. Applying our ΣPX™ framework, we evaluate experience beyond the conventional wisdom of “customer experience” that we are accustomed to. We assess experience in its entirety and holistically, that is – as a brand experience.
To understand, rethink and improve the customer’s journey and experience across all touchpoints, we use a “4M” approach- to map, model, measure and modify.
Map
Mapping of the different phases of the customer journey and identifying the various touchpoints of engagement. Through this process, identify the trigger and barriers to purchase / conversion.
Model
Optimize the journey by redefining processes, setting service standards.
Measure
Gaining customers feedback on their experiences across the different touchpoints (including in-moment); The evaluation of their satisfaction and their efforts required to accomplish the different phases.
Modify
Re-design customer journeys, update service standards.