Enhanced customer service experience is about giving differentiated service experience vis-a-vis competition. It is about changing your culture to a client centric organization with continuous improvement in people, systems, and processes.

Signs it’s time to focus on customer experience

You need the customer experience consulting services, when:

• You are gearing to provide seamless experience across different touchpoints and channels
• You need to validate the commitments made on “great service” in your marketing/ sales communications
• Customer complaints/ product returns are increasing
• Customers are voicing their grievances via social media, forums, review sites, blogs, etc.
• Delivery of your product or service takes longer than committed dates
• Employees refuse to work with your toughest customers
• Wallet share per customer is flat or declining
• You are losing business to your competition.

Different thinking for Different outcomes

We apply service design thinking to business problems to get different, more innovative outcomes that create better customer experiences. We assist brands both large and small across a range of sectors to design and deliver new products, services, and ecosystems.

The likeliness that customers will keep coming back and become a long-term source of revenue depends on the interactions across multiple touchpoints provided by your employees. So we also focus on the employee experience and help your HR to align to customer experience by transforming  from a ‘process developer and maintainer’ to an ‘experience architect.’

Through our research initiatives, diagnostic tools and service design thinking techniques, we assess your organization’s readiness to embark on a customer experience management journey. We act as a catalyst to usher in a new organization-wide culture of customer centricity.

Where can we start?

• Building the CX business case
• Touchpoint mapping and analysis
• Customer experience journey mapping
• Employee experience mapping and employee engagement
• Voice of customers
• Design measurement and feedback systems
• Service blueprint
• Cultural transformation
• CX training

Results from the bottom line, up to form a customer centric organization

So, how do you deliver a differentiated service, every time, all the time? It’s not by hoping and praying. You must start with a clear, definable strategy and that’s the first step in our work with you. Marketers Touchpoint can help you in the process of creating, instilling and sustaining a service culture that will drive profitability and loyalty.

• Discover – Our discovery and assessment diagnostic tools define moments of truths across different touchpoints for a wow customer’s experience. These insights help refine your brand promise and define your differentiators, set the strategic course and ready an organization for change.
• Design – Our design phase provides you structure, goals, guides, best practices and benchmarks, to increase both the effectiveness of the process and the alignment of your organization.
• Develop the business case – We assist developing the business case for exceptional customer experiences.
• Deploy – Our deployment process is measured and meticulous to ensure that your organization’s transformation is uniform and contiguous.
• Sustain – The key to exceptional customer experiences is a leadership commitment to drive the ongoing program. That’s why we develop programs which refresh and realign employees and leadership.

Innovatus Marketers Touchpoint LLP is a customer experience, marketing, service design, design thinking and business innovation consulting firm, based in India. We offer go-to-market and digital strategy consulting and help our clients rethink and redesign customer and employee value in the digital era. We offer design thinking workshops and consulting, tailored to enable, accelerate or transform your business. We are laser-focused on the problem at hand and your opportunity space, and optimize the process to make design thinking and service design principles accessible to your employees who’ve never done it before or stuck-up, and provide “just adequate” theory to help you get moving and achieve outcomes.

You may reach out to Vidya Priya Rao @ +918080015500 or email @ vidyapriya.rao@marketerstouchpoint.com

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