Navigating and activating the customer experience moments that matter…avoiding those that don’t

Customer Experience offer summary

Contrary to what some believe not every moment matters on your customer’s journey. Our customer experience (CX) subject matter experts can help you identify which ones to focus in on. Transforming data into insight, our team identify which moments influence choice, deepen loyalty, create passion and increase revenue. Can you afford not to know which moments matter for your business?

 

 

Our Customer Complete solution portfolio:

Decoding customer relationships

relationshipTRI*M helps you create stronger customer loyalty by unlocking the unique code that lies at the heart of every successful customer relationship.

Unlocking social customer insight

With socialTRI*M we help you make sense of the wide-ranging conversations your customers are having on social media, and marry this with survey data to help you make the decisions that will build profitable customer relationships.

Transform your business through customer insight

Customer Inside leverages Medallia’s market-leading CEM platform to help you create a truly customer-centric business culture. Our approach plugs real-time customer feedback into decision-making at every level of your business.

Building a high performance organisation

TRI*M High Performance Organisation (HiPO) is a comprehensive employee research framework and monitoring system that identifies an organisation’s strengths, opportunities and priority improvement areas to drive business success.

Drive customer spend through improved service

Customer Strategies, TRI*M, Automotive

The challenge

An automotive manufacturer sought to improve and standardise the quality of after-sales services, to increase cross-selling opportunities and encourage customers to upgrade.

Our approach

With insights from TRI*M we developed action-planning workshops for dealerships that focused on their specific drivers of customer loyalty. We prioritised the actions required, according to their business impact.

The insights

Our workshop approach enabled strong buy-in from client-facing employees. The specific action plans helped to improve operational efficiency and quality for each dealership.

The impact

Dealerships participating in the TRI*M workshops significantly improved their customer retention and were much more likely to meet the manufacturer’s defined quality standards.

Fight churn through customer centricity

Customer Strategies, TRI*M, Technology

The issue

A leader in telecommunications network equipment and services was losing revenue and customers from an important B2B segment. The business had limited budget to address the issue, putting its growth strategy at risk.

Our approach

A TRI*M survey assessed key drivers for relationship strength. Mirror analysis compared customers’ service experience with employees’ perception of their performance.

The insights

Customer retention levels were low - much lower than the competition and among the bottom third of the TRI*M database. Results showed an urgent need to clarify the responsibilities of sales and project management. Employees overestimated their performance and underestimated the need to deliver better customer service.

The impact

Delivery improvements at key customer touchpoints generated an estimated value to the business of over €35 million through significant churn reduction, increased average spend and customer advocacy.