customer experience the sails of your company
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TRANSCRIPT
After the calm comes the breeze: are you ready to hoist your sales?
Customer Experience – The Sails of Your Company
Stimmt AG | Customer Experience: The Sails of Your Company
Prepare for the coming upturn and get your sails ready: avoid your competition’s mistakes and focus on your customers
Customers repay bad experiences and stop being your customers. They are - now more then ever - sensitive to value and good experiences for their hard earned money.
To offer your customers a great experience, you need to know who they are: what they want, what’s important to them and how they feel about your company.
What do you do to increase your chances of being a winner of the crisis?
Use the opportunity to shine
While your competition plays dead and focuses on cost cutting rather than on customer experience, you have a great opportunity to stand out.
You can’t afford bad experiences Customer insights are key
Stimmt AG | Customer Experience: The Sails of Your Company 3
You will get insight into...
...the kind of experiences your customers have.
...which experiences your customers actually pay for
...what delights your customers
...what troubles them
Then, you can...
...cut costs without hurting customer experience
...make targeted investments in customer experience
...enlarge your customer base with different experience qualities at different prices
...align marketing and fulfilment with desired customer experience
With the right insights you make better decisions
Understand your customers. Outperform your competition.
We won‘t just find out what your customers do, but why.
We help you understand your customers so you can make the right decisions
Stimmt AG | Customer Experience: The Sails of Your Company
With sound methodology we deliver answers beyond the obvious
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Channel
Touch point
Process
Product Service
Methods
Observation (Depth) Interviews
Mystery Shopping
Expert Evaluation Introspection
tailoring
Customer Journey
Customers
Context
Deliverables
Customer Experience Chain
Customer Insights
Experience segmentation
Evaluation of hypothesis
Answers to specific questions
Quick fixes/delights
Your business defines the setup and the questions to be answered.
Together we define the proper approach to gain the insights you need.
Stimmt AG | Customer Experience: The Sails of Your Company
Customer Insight Projects can be very focused and quick or extensive and in depth - depending on your information need
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Define goals of study and specific questions
Define tailored study design Produce study material
(questionnaires, interview guidelines, coding methods..)
Scheduling Recruiting of participants Briefing of affected employees (if
required) Define code of conduct for
Stimmt staff
Setup Study
Structured recording of customer experience on site
Intermediate Review
Translate data to suitable format (annotation, transcripts,…)
Analyse data
Interpret data
Write presentation
Presentation
Presentation of results to interested stakeholders in your company
Workshop and discussion of results and impact on company
Evaluation
Figure: Generic project flow
Do you want to know more? Let’s talk!
Helmut Kazmaier
+41 562 10 23
Now + (as little as) 4 weeks
Some project examples Quick customer experience gap analysis for one touch point -> 25K CHF In depth analysis of point of sale touch point -> 50k CHF In depth analysis of one process including various channels -> 75K CHF