Customer Journey | CX Digital Transformation | Multi-Channel Strategy
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Develop, implement & improve your service blueprint
We are in the age where companies offer different touchpoints to customers. It is important for business have a deep understanding on their customers’ experience .
The Customer Journey help companies to visualise their customer experience to have better insights to fix their customers’ pain point and increase positive moment of truth.
No two journeys are the same
Based on the touchpoints provided to the customers, the Customer Journey mapping can break into different stages.
Tackling each stage can help you find out:
– Customers’ point of view from the process of engagement to a long-term relationship
– Perception of customers’ experience relative to their enquiry, expectations and needs
– Key Interactions your customers have with your business
– Opportunities to enhance/improve customers’ experience
– Performance indicators
– Visualization of the touchpoints (from the start till end)
Bringing best practices to Customer Experience Excellence
Activeo offer a holistic measurement of customer experience. Methodologies taken from “Me2B” and “Best Service is No Service” are supported through our partner LimeBridge Alliance.
There is a shift in power where customers today have unlimited information at their fingertips and can influence the purchase decision and behaviours of millions of others. It’s becoming a world of Me2B where customers dictates the terms of engagement
In this methodology, these 7 pillars will be put in practice where we automate and eliminate customer interactions and offer ways to maximise positive interaction in the organisation. We assist you to bring your operations together, align and improve your customer experience to the next level.
The best customers, for most companies, are those who never call or visit, but who get what they want from the product or service and then come back for more.
In Best Service is no Service methodology, we look into challenging demand for customer service by being proactive through self-service to customer and prevent contacts from hitting the contact centre. By achieving this, we assist you by looking into your business’s behaviours, processes, operations and metrics to increase your satisfied customers and happier employees.
- Develop a strategic customer management plan
- Align the customer service with strategic objectives
- Implement a company culture that fosters best practice and knowledge-sharing
- Improve customer experience by prioritizing and optimizing selective processes
- Create, implement or relocate customer contact centres
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Customer Journey | CX Digital Transformation | Multi-Channel Strategy
Click here to find out more about our Contact Centre Solutions!