Customer Experience Practice
In an extremely competitive environment, the only real and sustainable differentiator is the Customer Experience. All the other things that organizations usually look at – product, price, location – are easily replicable depending on the budget.
In an organization, the Customer Experience is like a rocket powered by leaders who are aligned at goals level and provide support throughout the process. The stabilizers that keep the rocket in the desired direction are the principles of governance, and the body of the rocket consists of human resources processes and internal communication.
Creating a Customer Experience is a long-term process that needs to be supported and kept in the attention of the entire organization, and to support companies TREND Consult has designed an intervention model.
Customer Experience Process
LEARNING and GROWTH SESSIONS
Programs, workshops, training, coaching for individuals and teams.
Masterclass Customer Delight
Behavioral matrix
C.A.R.E. Program
Masterclass Customer Delight
Behavioral matrix
C.A.R.E. Program
Mindset of a Business Partner
Coaching
CUSTOMER SERVICE – the most common level in the area of customer interaction involves reactive solutioning of customer requests.
CUSTOMER CARE – adds another level in solutioning customer requests by proactively providing additional support.
CUSTOMER EXPERIENCE – means proactivity at the organization and individual level – anticipating customer needs and providing the solution to customers proactively.
CUSTOMER DELIGHT – the most advanced level of interaction that focuses on the emotions generated by interactions.
For support in shaping the CUSTOMER processes you want for your organization, we are one click away.
