B2B2C –„ Everyone in the chain wins when the consumer is satisfied.”
For the partner business (B2B) offer market info (data, insights), tools, training, business drivers clarity. And make the process of doing business easy.
For the consumers (B2C), present your brand promise and stay consistent across all channels – yours and your partners’.
Key people in your team are: Trade marketing, Sales, Brand, Customer Experience.
E2C – „Treat me fairly, explain clearly, fix things fast.”
Start with the deep root causes in the process disfunctionalities.
Make the Process simple and explain it. Be transparent. Increase resolution speed and build relevant human escalation.
Key people in your team are: Operations, Customer Service, IT, Customer Experience.
We offer to work with you and guide your organisation along the Customer Experience maturity stages
1. Product Centric (internal focus),
2. Reactive CX (customer service exists and complaints are solved),
3. Defined CX (NPS measured, Journeys exist, CX fragmented initiatives),
4. Integrated CX (CX integrated in decisions, cross departmental and related to business),
5. Customer-led (CX leads the strategy, customer data shows priorities and continuous improvement is made).
Want to know where your organisation sits?
Take the test.
Then, call us for a proper guided process.
