Expectations from consumers, employees, investors and other stakeholders have increased exponentially thanks to accessibility of information, availability of multiple choices and willingness to experiment. Therefore, it has become imperative for businesses to offer a unique, distinct brand experience to its stakeholders, especially customers and employees to retain long term relationships.
Providing a ‘brand’ or ‘customer-centric’ experience that is meaningful over time and across relationships will set companies apart from their competition and even allow for loyalty through the most challenging times.
However, it’s important to know what type of experience the stakeholder is seeking before it can be provided. There needs to be a constant and consistent mechanism that identifies gaps and requirements, makes adjustments, implements new ideas / programs and tracks progress that allows to:
Building a great Customer Experience is a dedicated, long-term, on-going activity, that will provide many benefits including enhanced, stronger relationships with stakeholders, improved customer loyalty, good word-of-mouth, reduction in customer churn & employee attrition and also create a competitive advantage which leads to better revenues & sales.
SquareCircle Tech can assist your firm through the entire Customer Experience cycle:
SquareCircle Tech’s extensive experience in the B2B research & consulting space in the last 29 years, coupled with a host of interventions ranging from experience measurement, organizational internal diagnostics, coaching and advisory services will certainly improve your customer experiences and end business outcomes.
Assessing health of relationship and identifying key drivers of customer experience through capturing stated expectations, business priorities, benchmarking vis-à-vis competition and opinions across touch points. Business outcome oriented approach as opposed to mere assessment of satisfaction levels:
Understand drivers for customer satisfaction, identify action points, prioritize immediate tactical actions and roll out initiatives in a timely manner. Also, develop and foster strong long-term relationship with strategic customers by understanding their needs and evaluating performance as per “Best in class” practices across 7 dimensions.
In-depth intervention to identify stakeholders involved, document AS-IS customer interactions in order to identify customer stated & unstated needs, usage & buying behaviours and touch-points which drive customer delight.
Map people concerns and relevant initiatives to increase employee morale, loyalty and productivity to deepen employee engagement, lower attrition and meet business goals.
Discover if your marketing and communication messages are being heard and understood by your consumers. Track how existing and prospective customers perceive your brand vis-à-vis competition. Identify those attributes which impacts your brand’s image as well as enablers to drive positive brand affinity.
SquareCircle Tech also carries out customized research namely; Needs & Expectation Study, Customer Behavior, Lost & Potential Customer Analysis, Investor Perception Studies, Concept / Product Tests, Adhoc Studies, etc.