SIMPLIFY AND FLUDIFY THE CUSTOMER OMNI-CHANNEL JOURNEY: WHY AND HOW?
Beyond client satisfaction at a specific time point, client experiences that reassure, engage and increase loyalty are not just pure luck.
digital BRAND Consulting offers a modular and agile approach to help you optimise or recreate client omni-channel journeys adapted to your business strategy: recruit, increase loyalty, delegate to the client, improve perceived added value, etc.
Our approach is based on the CEM methodology (customer experience management) and on our collaboration with the Canadian Jean Harvey, whose research work and book “Complex service delivery” has won prizes in North America (PricewaterhouseCoopers Prize, 2000).
While approaches like Six Sigma have a tendency to neglect the client experience by focusing on processes seen from the inside (inside-out), the experience of the client is our starting point.
Our three base structures are the “moments of truth” (interactions with clients), the “rupture points” (when there is a transfer) and the “business rules” (when there is a decision taken by the client).
digital BRAND Consulting offers many framed and customised services to help you to entice your clients while at the same time optimising your profit margins and your investments.