The treasure for your company is hidden at the intersection of your brand promise and the customer experience you offer.
Although company managements aim to be customer-focused, customers do not see its impact. The main reason for this is that customer experience is managed as a low value-added operational process, independent of the brand and strategy.
By recognizing this strategic cycle and starting to manage customer experience with an approach that aligns with the impact it will create in your company, you will have taken the first step towards success.
How to Create a Competitive Advantage with Strategic Customer Experience Management?
A well-managed customer experience is worth its weight in gold for companies.
However, a large portion of customer experience programs end in disappointment due to missteps in the strategy and implementation stages, as well as poor process and stakeholder management.
In this journey, progressing with a business partner who is experienced at both the strategic and operational levels, and who will work with you in the design and implementation phases of the customer experience program, will help you overcome many issues.
You ensure your customers' loyalty to your brand.
Customers who have an excellent experience shop from that brand six times more than those who have a bad experience (Temkin Group).
For 32% of customers, a single bad experience is enough to abandon the brand (PWC).
You are less affected by consumer price sensitivity compared to your competitors due to the effect of the premium price your customer is willing to pay
64% of customers say that a good experience is more important than the price difference in their preferences (Gartner)."
"Consumers are willing to pay a 16% price premium for a better experience (PWC).
You create sustainable financial growth.
Organizations that improve customer experience increase their revenue by 10-15% while reducing their costs by 15-20% (McKinsey Insight).
With the right steps, you can provide a meaningful and differentiated experience for your brand.
The steps required for your customer experience to impact business outcomes are similar for every organization. Success versus failure is determined by the actions you take during the implementation phase.
01.
Define your strategy
Define your brand promise and experience vision, and communicate it in a way that generates excitement.
02.
Define a roadmap
Develop an action plan that aligns with your resources and competencies, and involve all stakeholders in the initial phase of the process.
03.
Establish the experience you will offer.
See your customer experience from your customers' point of view, address any inconsistencies with the planned experience, and redesign if necessary.
04.
Listen to your customers
Effectively listen to your customer's voice, ensure its dissemination within the organization, facilitate its integration into business processes, and calibrate your action plan with the customer's feedback.
05.
Ensure stakeholders' alignment with the experience
Ensure the alignment of all customer touchpoints that affect the experience, make this alignment continuous, and integrate it with employee experience to make it a part of the organizational culture.
06.
Ensure sustainability of effective customer experience management
Manage the process strategically with a programmatic approach, demonstrating the impact of actions on business outcomes, and ensure continuous support from senior management.
Customer experience programs are a journey that must be managed with careful attention and alignment at every stage.
A large portion of investments end in disappointment due to missteps in strategy and implementation stages, or losing control at a critical juncture.
Partnering with an experienced collaborator who can guide you through both the strategic and operational levels of designing and implementing a customer experience program will help you overcome many challenges in this journey.
As the dbX Consulting team, when you need support,
we analyze your business model, organization, and strategic priorities, and design a tailored program that aligns with your corporate capabilities and can be effectively implemented for your specific needs.
Customer Experience Strategic Roadmap Program
We design a customer experience transformation program that creates a competitive advantage for your organization, collaborating with your team and involving key stakeholders to initiate your transformation.
Customer Experience Transformation Program
We analyze your current customer experience organization and investments, collaboratively develop an action plan that creates the highest competitive advantage aligned with your business model and brand promise, and manage the transformation together.
VOC Callt-to-Action Program
We ensure that the voice customers try to communicate through you or various channels becomes a key driver in your business processes, and that the VOC (Voice of the Customer) platforms you use become a crucial corporate management tool.
Customer-Centricity Training Program
Unlike standard training programs, we design customized training sessions as part of your strategic transformation process. These sessions provide awareness for senior management teams and experience management skills for customer experience teams.
B2B Experience Management Program
We implement a B2B-specific transformation program with you, which considers customer and decision-making processes, providing a significant competitive advantage opportunity for organizations with limited investment in customer experience compared to their competitors.
EX Transformation Program
We design and implement your employees' experience from an internal customer perspective, using CX management tools, to ensure that customer-centric experience management becomes a sustainable part of your organizational culture.
We offer the most effective solutions for all your needs in customer experience, from strategy to operations.
How dbX Consulting works?
We recommend the approach that best suits your needs
−We create and implement a roadmap tailored to your organization's maturity level in customer experience, your industry, and business priorities, in collaboration with your team.
We provide the opportunity to work with top experts at every stage
−You will benefit from working directly with a CCXP -certified international customer experience expert throughout the entire project.
Depending on the project scope, we include the top subject-matter experts and technology partners in their respective fields
−We involve our subject-matter experts, qualitative/quantitative research teams, and technology service providers, or any experts you choose to work with, in the process. Throughout each stage, we ensure you work with the most specialized individuals under the management of dbX Consulting.
We take ownership of the project within your company alongside you
−With our strategic management experience in telecommunications, automotive, banking, technology, and research sectors, we ensure that project outcomes are managed with ongoing support from stakeholders and decision-makers within your organization, and we provide continuous support in internal decision-making processes.
Our projects do not remain limited to presentations; we are with you during the implementation phase as well.
−Our main value proposition is to provide deliverables that trigger corporate action, considering the realities of your industry and organization, and are actionable. Unlike standard consulting projects, we don't stop at a presentation; we continue to support the execution of actions, formation, training, and operationalization of teams to sustain corporate processes.
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