Building meaningful Customer Experiencesthroughout the customer journey

We’re all about making sure the Customer Experience is great. We think if we get the experience right, revenue and profits will follow. We’re very much focused on the experience right now.
~ Tim Cook

Customer Experienceby Design

Our approach to building exceptional customer experience is based on 3Ds – Discover, Design and Deliver.

  • Customer Experience-By Design’ is our holistic approach to deliver outstanding and consistent customer experience and process
  • The secret lies in tailoring the customer experience and processes on the basis of a brand’s promise to its customers to ensure their allegiance,
  • Then comes the technology and the ability to interface the customer engagement platform with the other back-end systems to provide seamless interaction

The facets of our approach can be divided into three areas, Discover, Design and Deliver.
Discover is to ensure that we understand your business, your products and services and your customer. It will not work without proper understanding as customer experience is not a department or a function but it is the business itself. This discovery takes the form of:

  • Workshops & Interview sessions
  • Questionnaires
  • Surveys

Once we understand your business, we proceed to Design the experience. We use the discovery results which in many cases will have a full customer journey map to help is in this. We focus on the people, process and technology involved but also include aspects of organizational culture as well.
Finally, we will Deliver the experience. This may require training interventions, workshops, systems, change management, culture change, and many other challenging activities but necessary if we are to deliver not just improved, but superior customer experience.

Experienced Practitioners

Our team of experienced practitioner consultants don’t just talk, we walk the talk. We have diversed experiences in many industries such as telecommunications, financial services, consumer, technology but customer experience and customer service is our heart. We’ve worked in and worked with many organizations in turning their customer experience around that we are very sure we can help your organization.
Our consultants have delivered many projects involving:

  • Customer Relationship Management Strategy Development and Business Transformation implementation;
  • Strategic Customer Experience Management Development and Implementation through an integrated approach of ‘Voice of Customers’; ‘Voice of Processes’; and ‘Voice of Employees’ strategies;
  • Business Process Redesign, using ‘Six Sigma’ methodology and cross functional improvement teams;
  • Multi-media Contact Centre & Channel Management strategies and full operational set up, implementation and managed services;
  • Human Performance Improvement Design, Development and Implementation;