WHY IT IS IMPORTANT
It has always been essential to put the customer at the heart of everything you do. However, with the impact of social media and trust reviews, the ability to meet customer expectations and wow them with great experiences is always on display.
Your brand is your promise to the customer, but the experience is how you keep that promise.
Therefore, deep customer understanding and focus on meeting and exceeding customer expectations is crucial to drive revenue growth and to increase short-term profit in a world where customers are still taking more and more control of your products and brand reputation.
We are aware that customers are both rational and emotional in their decisions. Therefore, we use a mix of quantitative customer analysis and qualitative interviews to get an extensive customer understanding.
We use the customer journey to structure our findings and as a coat rack for ideas, tools and concepts that will deliver basic improvements as well as magic moments customers will enjoy, remember, and rave about.
To ensure success, we continuously prioritize ideas and concepts based on customer desire, company capabilities, and financial viability.
The core of our approach is to facilitate customers and employees in co-creating new brilliant and disruptive experiences.
AN EXAMPLE OF WHAT WE DO
A leading Nordic player in the insurance industry had decided to significantly improve the customer journey by taking the Customer Experience to the next level. The ambition was within one year to improve the customer experience measured on defined metrics.
A Customer Experience Strategy was developed with a true outside in customer focus. Bold Service Promises were defined and delivered across business lines and customer segments. A differentiated customer experience was designed for every defined touch point throughout the business.
The Nordic organization succeeded in taking a leading position within the insurance industry. Furthermore, Net Promoter Score & level of customer satisfaction was increasing rapidly.