Today, it is a fact that all managers need to create a combination of process, human and technology in accordance with the needs and expectations of customers for sustainable profitability and growth. The institutions that make this combination right are one step ahead of the competition. When we look at the successful examples of the studies conducted on this subject, we see that ”Customer Experience Management“ projects are key in this regard. 

In Customer Experience Management projects, we determine the steps that need to be taken in order to differentiate in the eyes of the customer with the solutions specific to the company and to become the brand that offers the preferred products and services and we support them for their implementation.

First of all, let us explain why Customer Experience Management is important.

To summarize with a few items;     

Customer expectations are constantly changing and increasing.      

Y and Z generations are now our new consumers.      

Investing in existing customers is much more profitable.      

The real differentiating factor «Service quality»      

Customers more than ever « our benefactors»

When there are ever-increasing customer expectations and Y, Z generations together, there is a mass that immediately shares positive or negative experiences. The news spreading in the social media can easily leave the most perfect product / service in a difficult situation.

According to the Harvard Business Review, acquiring new customers is 5-10 times more expensive than keeping up. Bain's research reveals that it is 10 times more costly.

According to the University of Michigan research, every $ 1 spent on acquiring a new customer creates a value of $ 5. However, every $ 1 spent on a loyal customer can return to the company as $ 60.

According to a survey conducted by the world-famous consulting firm Bain, a 5 percent increase in the amount of retained customers can increase the company's profit by 25 percent.

Of course, keeping the customer is less costly, but even more difficult. All investments made in the name of human, technology and process, all the labor spent is wasted when the customer is not satisfied with our service, i.e. does not like the customer experience. And this is not limited to the fact that only our customer receives the product / service. It covers the whole experience that the client needs is born from the moment he begins to think about it. From the easy access to information about the product / service in the research on the internet, and the security question the employee in the call center asks, everything affects the organization within the customer journey.

In addition to these, researchers say that customers are looking for an alternative when they don't feel special and different than price, competition proposals. 65% of the customers say that they will / leave the institution where they receive the product / service.

The most important thing is. Customer Experience Management Model which can be explained by the above Customer Experience Management Model.

In the Customer Experience Management model, we identify issues that need to be developed and develop recommendations for reviewing the experience that the organization has experienced at every point of contact.

In the project that we discussed in 3 stages, we ensure the production of targeted outputs with our senior consultants during the stages of determination of the current situation, defining the desired situation and implementation of the determined actions.

With Customer Journey Map “, we evaluate the performance of the company at the channel and product / service level and produce findings that guide us to perfect the service.

In addition to service standards, checklists and scripts, we document product / service ideas that will surprise the customer.

In order to create a. Excellent Service culture, it is also important how the institution says what it says to the customer.

You can contact us for the Customer Experience Management ü projects, which will provide the transformation required to give your organization the perfect customer experience.

Bülent İlkehan

0 544 147 67 00

bilkehan@argusdanismanlik.com

www.argusdanismanlik.com