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Elevate Your Brand with Expert Customer Experience Strategies

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Transform Your Customer Interactions with Proven Consulting Services

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Unlock Customer Loyalty and Satisfaction with Tailored Experience Solutions

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What is Customer Experience :

  • Impacts Value Proposition

    The price proposition is reinforced by way of enhancing consumer delight and loyalty, making the imparting more attractive and aggressive. By specializing in high quality purchaser stories, groups can differentiate themselves and appeal to more customers.

  • Determines Profitability

    Profitability assesses how purchaser interactions and pride impact revenue, helping in the optimization of strategies for more advantageous monetary success. By understanding the effect of consumer reviews, agencies can refine their methods to acquire greater financial results.

  • Determines Customer Satisfaction

    Comparing remarks, service nice, and usual experience to make certain desires and expectations are met.

  • Generates Customer Lifetime Value

    Customer Lifetime Value (CLV) by fostering loyalty, repeat purchases, and lengthy-term relationships, boosting universal sales.

  • Accelerates Order Frequency

    Customer revel in quickens order frequency by using ensuring pride, customized interactions, and seamless provider, encouraging customers to purchase extra frequently.

  • Influences Price Sensitivity

    Customer experience impacts charge sensitivity via improving perceived price, making clients greater inclined to pay higher fees for better carrier.

  • For Crisis Management

    Effective disaster control in customer revel in involves clean communique, swift decision, empathy, and transparency to maintain consider and satisfaction.

Why Improve Customer Experience :

The top three reasons why businesses proactively manage and invest in customer experience are to : -

How to Improve Customer Experience :

Three staggering facts that improve the ROI of customers experience.

Customer-focused companies are 60% more profitable than companies that don't focus on customers

Brands with superior customer experience bring in 5.7 times more revenue than competitors that lag in customers experiences.

84% of companies that work to improve their customer experience reports an increase in their revenue.

SERVICES

As a customer experience consultant,we provide complete offerings to enhance your business's purchaser interactions. Our offerings consist of growing tailored patron experience techniques, collecting and studying client comments, and enhancing communication through diverse channels. We create specified customer adventure maps to identify development possibilities and behavior ordinary delight surveys for actionable insights. Additionally, we offer worker training to boost customer service talents and make sure a seamless virtual enjoy across websites and cellular applications.

AWARDS & ACHEIVEMENTS

ET Telecom award for Mobile Customer Service

Escotel Mobile Communication rated best in Customer Service in Year in the industry

Aegis Graham Bell Award for Service Innovations

Telecom Leadership award – Customer Service

Customer Experience Innovator of the Year

Customer Experience Transformation award

Professional Memberships​

Founding Director – CRM Foundation of India

for propagation of CRM knowledge & skills to Indian Market

Setting up Escotel CRM Chair

at IIM Lucknow

Programme Director

for 2 National Seminars of AIIMA
– Creating Customer Focussed Organisations
– Creating & Managing sustainable Customer Experience

Chairperson for

– Customer Experience Management Asia , Singapore & Workshop Leader – Customer Journey mapping
– Customer Experience Management – Telecom Singapore

Current Member

CII Services Council & ex Member CII committee – Marketing & Customer Focus

Ex Member

DMA sub Committee on Marketing & Customer Service

Session Leader

for L&T Senior Leadership / Institute of Directors/ONGC Leadership teams on CRM

Key Note Speaker

at Market Research Society of India

CRM Guest Lectures

at IIM Lucknow/MDI/AIIMA/Amity Business School/Fore School of management/ Pearl Academy/IMI/Jamia Hamdard/Inmantech,etc

Panel Chairperson

ET Customer Experience summit/Loyalty Conference/Customer Experience summit /Service Quality Summit/ Customer Experience summit

CRM Speaker at national /international forum’s

UK - London/France NICE/ China - Beijing/Shanghai /Singapore/Malayasia & across India.

Testimonials

WHAT CLIENTS ARE SAYING

MAKE YOUR APPOINTMENT

FAQs

Can we measure and track customer satisfaction effectively?
  1. Net Promoter Score (NPS): NPS measures customer loyalty by asking a simple question: “On a scale of 0-10, how likely are you to recommend our product/service to others?” It categorizes respondents into Promoters (9-10), Passives (7-8), and Detractors (0-6), providing a clear metric to track over time.
  2. Customer Satisfaction Score (CSAT): CSAT measures satisfaction by asking customers to rate their satisfaction with a specific interaction or experience (e.g., “How satisfied were you with your recent purchase/service on a scale of 1-5?”).
  3. Customer Effort Score (CES): CES measures the ease of a customer’s experience, particularly in resolving an issue or completing a task. It asks, “How easy was it to [complete this task]?” with responses ranging from “very difficult” to “very easy.”
  4. Feedback Surveys: Use structured surveys, both post-interaction and periodic, to gather detailed feedback on various aspects of your product/service. Ensure the surveys are concise, clear, and easy to complete.
  5. Social Media Monitoring: Monitor social media platforms for mentions, reviews, and sentiments related to your brand. Tools can help track and analyze these conversations, providing insights into customer sentiment.
  6. Customer Interviews and Focus Groups: Conduct in-depth interviews or focus groups to gain qualitative insights into customer perceptions, pain points, and suggestions for improvement.
  7. Customer Churn Rate: Track the rate at which customers stop using your product/service. High churn rates can indicate dissatisfaction or unmet expectations.
  8. Customer Support Metrics: Analyse metrics such as resolution time, first contact resolution rate, and customer service feedback to gauge satisfaction with support interactions.
  9. Website and App Analytics: Use analytics tools to track user behaviour on your website or app. Identify drop-off points, time spent on pages, and user paths to understand where customers might face difficulties.
  10. Benchmarking: Compare your satisfaction metrics against industry benchmarks or competitors’ performance to gain perspective on your standing.

Remember, combining quantitative metrics with qualitative feedback provides a holistic view of customer satisfaction. Regularly analyzing and acting upon these metrics helps in continuously improving the customer experience and driving overall satisfaction.

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Can you help us identify areas where our customer experience might be lacking?
  1. Customer Feedback Analysis: Review customer feedback from various channels (surveys, reviews, social media, etc.) to pinpoint recurring complaints or areas of dissatisfaction. Look for patterns or common themes in both positive and negative feedback.
  2. Customer Journey Mapping: Map out the customer journey from the initial interaction to post-purchase support. Identify potential pain points, delays, or gaps in service at each stage. This helps visualize the customer’s experience and identify areas for improvement.
  3. Employee Feedback and Insights: Gather insights from employees who directly interact with customers. They often have valuable insights into areas that might be causing frustration or dissatisfaction among customers.
  4. Benchmarking and Comparative Analysis: Compare your customer experience metrics with industry standards or competitors. Identify areas where your performance lags behind or areas where you excel.
  5. Data Analytics: Utilize data analytics tools to analyze customer behavior, trends, and conversion paths. This can uncover areas where customers drop off or encounter difficulties during their interaction with your business.
  6. Mystery Shopping or Testing: Conduct ‘mystery shopping’ or simulated customer interactions to experience your service firsthand. This can reveal issues that might not be apparent from internal analysis.
  7. Accessibility and Usability Testing: Evaluate the accessibility and usability of your products/services, especially in the digital realm. Ensure that your platforms are user-friendly and intuitive for customers.
  8. Compliance and Ethical Standards: Ensure that your business meets ethical and compliance standards. Lapses in this area can significantly impact customer trust and experience.
  9. Cross-Departmental Assessment: Involve various departments (sales, marketing, customer support, etc.) in assessing their contributions to the overall customer experience. Collaboration can highlight areas needing attention.
  10. Trends and Emerging Customer Needs: Stay updated on industry trends and evolving customer needs. Anticipating future needs can help in proactively addressing potential areas of improvement.

By combining these approaches, businesses can gain a comprehensive understanding of areas where their customer experience might be lacking, allowing them to prioritize and address these shortcomings effectively.

Can you help us in training our staff to provide better customer service experience?
  1. Assessment and Gap Identification: First, it’s important to assess the current skill sets, knowledge, and customer service standards among your employees. Identifying gaps between existing skills and desired competencies helps in creating targeted training programs.
  2. Developing Training Modules: Tailor training modules to address specific areas for improvement. These could include communication skills, product knowledge, conflict resolution, empathy training, and understanding customer needs.
  3. Interactive Training Sessions: Engage employees in interactive sessions rather than just lectures. Role-playing exercises, case studies, and simulations can help employees practice real-life scenarios they might encounter when dealing with customers.
  4. Emphasize Customer-Centric Approach: Train employees to understand the importance of a customer-centric approach. This involves active listening, empathy, and the ability to go above and beyond to meet customer needs.
  5. Utilize Technology: Incorporate training through various technological tools like e-learning platforms, webinars, or mobile apps. These tools can offer flexibility and accessibility for employees to learn at their own pace.
  6. Feedback and Evaluation: Implement a feedback mechanism to assess the effectiveness of training programs. Regular evaluation helps in understanding what works and what needs improvement.
  7. Continuous Learning: Customer preferences and industry standards change over time. Encourage continuous learning among employees to stay updated with new trends and evolving customer needs.
  8. Leadership Buy-In and Support: Ensure that leadership actively supports and participates in these training initiatives. When leaders prioritize customer experience, it sets the tone for the entire organization.
  9. Recognition and Incentives: Reward employees who consistently excel in providing exceptional customer service. Recognizing and incentivizing good performance can motivate others to follow suit.
  10. Integration into Company Culture: Embed the principles of excellent customer service into the company culture. It should not be seen as a separate task but as an integral part of how the business operates.

Remember, effective training isn’t a one-time event; it’s an ongoing process. Regular reinforcement, practice, and adaptation to changing customer needs are crucial for sustained improvement in customer experience through employee training.

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